Customer Success Manager, WorkFusion
$75-95k
More information about location
Intelligent process automation software
Be an early applicant
Intelligent process automation software
201-500 employees
Be an early applicant
$75-95k
More information about location
201-500 employees
Company mission
WorkFusion's mission is to accelerate the world’s transition to more meaningful work.
Role
Who you are
- We are looking for people who have a magic combination of domain expertise, enterprise implementation, project management experience, and customer management skills
- 2-4 years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
- Bachelor's degree required. Business or technical degree preferred
- Software industry experience a plus
- Functional domain expertise with Technical Support
- Proven ability to collaborate and build strong relationships with customers at the System Administrator, IT management, and Executive level
- Able to succeed in a fast-paced, constantly evolving environment, adapting quickly to change while ensuring a consistent, high-quality customer experience
- Proven ability to engage across corporate functions (Professional Services, Platform Development, and Product Management)
- Excellent verbal and written communication skills, including the ability to lead meetings and host webinars
- Excellent organization, time management, and communication skills
What the job involves
- The role of Customer Success Manager will act as WorkFusion’s bridge between our Global Support customers and our Production Support, Account Management and Product Development teams
- The CSM will advocate on behalf of WorkFusion customers and take a team-based approach to keeping the teams laser focused on resolving customer issues
- The Customer Success Manager will work directly with customers to enhance their overall user experience with WorkFusion Global Support
- The Customer Success Manager is responsible for overall customer well-being by monitoring customer ticket queues and acting as an escalation point for customer issues
- Overall responsibility for managing the customer support relationship by establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
- Prioritizing and driving resolution on escalated customer issues
- Promoting opportunities for two-way communication
- Keeping customers informed of ticket progress, as well as process and procedural changes
- Demonstrate competency with the WorkFusion product suite
- Work with WorkFusion's Product/R&D managers to identify and resolve all issues that could impact customer satisfaction
- Ensure customers take advantage of WorkFusion's best practices
Our take
Is AI coming for your job? According to Adam Famularo, WorkFusion's CEO, it probably is. But that isn't necessarily (or even probably) a bad thing: as a tool, AI is capable of relieving people of a lot of the fiddly but repetitive work we spend a lot of our days doing, freeing us up for more productive tasks.
WorkFusion combines AI, automation, analytics and optical character recognition into a single package that can augment workers dealing with repetitive processes that previously needed human attention. While this kind of intelligent process automation has grown into a big business in recent years - Automotion Anywhere and Blue Prism have secured large amounts of funding, and IBM and Microsoft have made major acquisitions in this area - WorkFusion's specialisation in the banking and insurance sectors with their unique compliance needs helps it stand out.
Having secured a large amount of funding at a valuation exceeding $1 billion in 2021, and a customer base including the likes of Deutsche Bank, Hewlett Packard Enterprise and ScotiaBank, WorkFusion is working towards expanding its client base and expanding its headcount as it aims to extend its market lead in this sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Sep 2025
$45m
LATE VC
Mar 2021
$220m
SERIES F
Total funding: $388.6m
Company benefits
- Employee financial assistance programs
- Work from home opportunities
- Comprehensive health coverage
- Home office and communications reimbursements
Company HQ
Theater District, New York, NY
Leadership
Adam Famularo
(CEO)Was previously CEO of erwin and Vice President, Global Channels for Verizon Enterprise Solutions. Before that was Senior Vice President, Partner Sales at CA Technologies.
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