Customer Success Manager (Bay Area, CA)

WorkBoard•Redwood City, CA

9d•$100,000 - $140,000•Hybrid

About The Position

WorkBoard's mission is to help companies and the people in them achieve their best results. We pioneered the Strategy Execution solution category so leaders can communicate strategy and align efforts well in a faster changing world, and so team members are energized by the purpose and impact of their work. Our customers drive faster growth and competitive advantage because they have higher alignment, real-time transparency, and sharper focus on the results that matter. Companies like Ford, Boeing, 3M, Mars, State Street Bank, Cisco, Workday, Renault, Virgin Media O2 and many others use WorkBoard’s platform, expert services, and professional certification programs to achieve their ambitious strategies. WorkBoard has built a clear lead in the Strategy Execution space in large part because its founders and team members are experienced company builders focused on true, differentiated value for our customers. WorkBoard is backed by top-tier venture investors including SoftBank, Andreessen Horowitz, Notable Capital, Intel Capital and Workday Ventures. THE OPPORTUNITY The direct WorkBoard buyer is typically the CEO or GM of a business unit and our platform is deployed to all employees under the P&L owner – giving the company a very large market opportunity. As a Customer Success Manager, you will be consulting clients on accelerating the achievement of their company’s strategy and apply our solution to make alignment and accountability remarkably easy, so they can achieve great results. This role presents a rare opportunity to see first-hand and influence how companies and teams formulate their strategic objectives, operationalize them to drive results, and make a tangible impact on employee engagement and business results. You’ll form strategic advisor relationships with C-Level Executives, and coach their team to manage, communicate and operationalize their results achievement. You’ll play a pivotal role in making strategic priorities relevant and meaningful at every level of the organization. Your strategy execution expertise will enable our customers to increase the business results they realize from the WorkBoard platform. As a Customer Success Manager, you will have the chance to leverage your mastery of outcomes, timelines, and change management to influence companies to achieve their business results. Over time, you will: Construct and execute self-sustaining programs that alter the way the largest global companies run their businesses and drive outcomes that provide incredible value. Form deep, highly trusted relationships with Senior Executives and Program Teams guiding them to ensure WorkBoard is embedded with expert communities, strong team communications, and meaningful training specific for their teams. Train and enable our customers to increase the business results they realize from the platform by finding the most impactful ways to apply our solution in the context of their business needs.

Requirements

5-8 years of overall work experience with 3 years in Customer Success, Program Management, Consulting, or Professional Services
Worked either in, or for, a high-growth SaaS technology company and have an arsenal of successful management, communication, and change management tactics that have driven successful application adoption and a great customer experience!
Comfortable working with AI tools and an AI-forward mindset, using AI to work smarter and drive better outcomes for customers.
Experience with strategy execution and strategic portfolio management is a plus.
Worked in a fast-paced, client-facing environment and thrive under tight timelines and shifting priorities.
A self-starter who takes ownership and drives outcomes
A bias for action, a passion for technology, and super effective at:
Using leadership skills to create program structure and influence newly formed cross functional teams, to execute successfully in ambiguous situations
Creating, activating, and successfully managing a program plan with tight timelines
Inventing, testing, and codifying program team best practices for repeatability and scale
Being certified as a WorkBoard Expert and OKR Coach to build a deep understanding of our buyer, their pain points, our methodology, and how we work as a team
Deep-diving with sales, customer success, and strategic services teams to understand how we partner together
Being able to articulate the value, benefits and relevance of our platform easily and effectively
Creating, internalizing, and dazzling members of your account team with strategy execution success plans, and contact maps for all of your customers
Knowing all of your customer teams and the objectives and key results they are looking to achieve in the quarter
Dazzling a WorkBoard expert with your enthusiastic demo
Meeting with 5 enthusiastic WorkBoard customers and shadowing 5 Program Meetings to understand team dynamics and how we help
Being a daily user of WorkBoard and Salesforce to drive growth
Being a valued partner by leading a full schedule of customer success plans and Program Teams at your client accounts to drive high consumption and value from the WorkBoard platform
Being maniacally focused on measuring, planning, optimizing and ultimately ensuring our program drives results achievement for our customers
Leveraging incredible organization skills to bring our customers together and build an active WorkBoard community
Tapping into change management experience by ensuring meaningful communication plans are in full effect with your customers
Bringing alignment and accountability into every user’s work process by promoting and coordinating digital and instructor led training
Having 2 - 3 active customer-communities working together in each of your accounts to internalize and scale WorkBoard skills and OKR best practices, driving high consumption and self-sufficiency
Spending a great deal of time with our amazing customers - 50% travel likely
Being a customer success manager extraordinaire to 10-15 different client teams
Having developed two-dozen champions for WorkBoard in your business
Knowing two dozen Sr. Director and VP level WorkBoard champions that you can tap for insights, references, and case studies to express the business value WorkBoard is helping them drive for their company
Guiding your client teams towards a variety of different tactics and activities influencing account health metrics (AI and Agent usage and platform consumption)

Nice To Haves

Experience with strategy execution and strategic portfolio management is a plus.

Responsibilities

Consulting clients on accelerating the achievement of their company’s strategy and apply our solution to make alignment and accountability remarkably easy, so they can achieve great results.
Forming strategic advisor relationships with C-Level Executives, and coaching their team to manage, communicate and operationalize their results achievement.
Playing a pivotal role in making strategic priorities relevant and meaningful at every level of the organization.
Enabling customers to increase the business results they realize from the WorkBoard platform through strategy execution expertise.
Leveraging mastery of outcomes, timelines, and change management to influence companies to achieve their business results.
Constructing and executing self-sustaining programs that alter the way the largest global companies run their businesses and drive outcomes that provide incredible value.
Forming deep, highly trusted relationships with Senior Executives and Program Teams guiding them to ensure WorkBoard is embedded with expert communities, strong team communications, and meaningful training specific for their teams.
Training and enabling customers to increase the business results they realize from the platform by finding the most impactful ways to apply our solution in the context of their business needs.
Leading a full schedule of customer success plans and Program Teams at client accounts to drive high consumption and value from the WorkBoard platform.
Measuring, planning, optimizing and ensuring programs drive results achievement for customers.
Bringing customers together and building an active WorkBoard community.
Ensuring meaningful communication plans are in full effect with customers.
Promoting and coordinating digital and instructor led training to bring alignment and accountability into every user’s work process.
Developing customer-communities working together to internalize and scale WorkBoard skills and OKR best practices, driving high consumption and self-sufficiency.
Acting as a customer success manager to client teams.
Developing champions for WorkBoard in the business.
Guiding client teams towards a variety of different tactics and activities influencing account health metrics (AI and Agent usage and platform consumption).