Customer Success Manager, Orgvue
North America
+ Competitive commission structure + Eligible for Transaction Bonus
Organisational design & workforce planning platform
Open for applications
Organisational design & workforce planning platform
201-500 employees
Open for applications
+ Competitive commission structure + Eligible for Transaction Bonus
201-500 employees
Company mission
To empower organisations to reimagine the workforce.
Role
Who you are
- This role will be good for someone who is inquisitive, likes solving technical and business problems, and who has strong people and communication skills, as well as and ability to prioritize, and manage time effectively
- Bachelors Degree
- Previous Customer Success, Account Management, HR Business or Consulting experience
- Knowledge of organisation design, transformation. workforce analytics, and workforce planning (preferred)
- Data driven and very strong analytical skills
- Excellent written and verbal communication
- Stakeholder management
- Customer focussed
- Time management and task prioritization
What the job involves
- We are looking for a Customer Success Manager to join our North American team to support our continued growth
- You will be responsible for managing a portfolio of accounts, ensuring that each customer is getting maximum value from the Orgvue platform. You will be the key point of day-to-day communications between our customer stakeholders and members of our account management, advisory, support and product teams
- You will build a deep understanding of both Orgvue and your customers’ use-cases so that you can offer best-in-class service
- When not working with customers you will be working with other team members on projects to help build the function or to add value for our customers
- Manage accounts, ensuring that customers can meet their business objectives and obtain on-going value from using orgvue
- Work with cross functional team mates to create and maintain success plans for all customers within the portfolio
- Build strong relationships with the account management, advisory, technical account management, product and advisory teams to ensure that account plans are executed seamlessly
- Manage customer communications through regular check-ins focussing on supporting and enabling users to achieve business outcomes and customer objectives
- Provide coaching and support to super users
- Drive advocacy through customer specific and regional events and communications
- Maintain an understanding of customers’ use-cases, business objectives and tenant and solution configurations to ensure that each meeting or conversation provides value
- Pull in the right resources, from across the business, to ensure that opportunities and issues are managed effectively
- Identify and effectively communicate additional use-cases that would benefit the customer
- Ensure that all relevant data is captured and updated weekly within our customer success platform
- Ensure that knowledge is shared appropriately across the team to maximize effectiveness and efficiency
- Ensure that customer feedback is effectively communicated back to the product management team
- Work with account management and advisory to support upsell and cross-sell opportunities
- Identify and manage customer issues and risks effectively and in line with process
- Spend approximately 20% of time working on projects that will either improve the function or add value to customers such as:
- Process documentation improvements
- Customer event preparation
- Knowledge Base content creation and maintenance
Our take
Orgvue helps some of the world's largest organisations make smarter workforce decisions, allowing businesses to design, analyse, and transform their operations models as they grow. With customers including M&S, Testo, and Sainsbury's, the company has truly established itself as a leader in organisational design and workforce planning.
The company hit a major milestone in 2021 with the acquisition of Swiss-Norwegian workforce planning specialist Dynaplan. The move strengthened Orgvue's capabilities in data-driven workforce planning and accelerated its shift towards advanced analytics and machine learning. It also expanded the company's international reach, positioning it to capitalise on growing global demand for intelligent workforce planning solutions.
This strategic evolution has left Orgvue ready to help organisations navigate an increasingly complex business environment. Now, under the leadership of Oliver Shaw, the company continues to sharpen its focus on analytics, helping businesses make faster, more informed decisions about their people and organisational structures.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Company HQ
City of London, London, UK
Leadership
Oliver Shaw
(CEO)Prior to joining Orgvue in 2023, Oliver was the CEO of Kalibrate for 3 years. They also spent 6 years at IRIS Software Group as a Merger & Acquisitions Director, CEO of Human Capital Management and as CCO.
Luke Robertson
(CFO)Luke joined Orgvue in 2018 as the Head of Corporate Development/FP&A, they then moved into the role of Finance Director in early 2019 and CFO later that same year. Previously, they spent over 6 years at HSBC in various roles, including Director of Mergers & Acquisitions.
Jayne Clarke
(CRO)Prior to joining Orgvue in 2023, Jayne was the CRO at Kalibrate and Connect Childcare. They also spent 4 years at Cascade HR as a Commercial Director and 9 years at IRIS Software Group as a Sales & Marketing Director.
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