Senior Manager of Customer Success

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive. Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue. Grow With Us We're looking for a Senior Manager, Customer Success to lead our Enterprise Customer Success team and play a key role in delivering an exceptional experience for Workstream's largest customers. As a member of the Customer Success Leadership team, you'll coach and develop a high-performing team while driving customer retention, growth, and long-term success. Reporting to the Head of Customer Success & Support, you'll partner closely with cross-functional leaders to shape customer success strategy, optimize processes and systems, and ensure consistent value delivery across our Enterprise customer base. You'll own your team's performance metrics, renewal forecast, and customer retention outcomes, providing regular updates to executive leadership and identifying trends to drive continuous improvement. In this role, you'll build and strengthen executive-level relationships with key customers while coaching your team to do the same. You'll also have the opportunity to design, test, and scale best practices across the Enterprise customer journey—from onboarding through long-term success. This team supports Workstream's largest customers, including enterprise brands, franchise groups, and corporate partners. Your leadership will be instrumental in protecting and growing these strategic customer relationships while helping the team deliver measurable business impact. Day In The Life Work with CS and cross-functional teams to ensure that our largest customers launch successfully, have strong product adoption, realize continued value from the product and grow, consistently achieving 130%+ Annualized Net Revenue Retention (NRR) Build a world class consultative Enterprise team by ensuring success criteria is captured, key relationships are built across our Enterprise customers, and utilization is high/healthy Recruit, coach, empower and direct a team of Customer Success Managers to continue their career growth and retention Invest in the team through weekly check-ins, quarterly career feedback check-ins, regular account planning, ongoing coaching and feedback, documentation and building reproducible processes for large customers Define and manage OKRs to drive focus and deliver strong NRR, logo churn, and product usage performance Develop trusted advisor relationships with our Enterprise customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified and achieved Work closely with Product and Engineering to regularly showcase and prioritize Enterprise related requests Provide accurate weekly forecasting and reporting of health, status, and metrics, regularly escalating any that are at-risk for churn Be the first escalation point for all Enterprise customers, after their CSM. Handle customer issues and negotiations together with direct reports. Work closely with Sales, CS, and Product to identify win opportunities for upsell and expansion Provide thought leadership on CS best practices, working closely with the Head of CS & Support to develop and drive strategy Who You Are 6+ years of customer success and/or account management experience 4+ years of managerial experience Demonstrated ability to lead a customer-facing team to exceed performance goals — strong people management, coaching, and development experience Experience in forecasting and owning your own renewal number Able to influence through gaining buy-in, persuasion, negotiation, and consensus-building Confident in presenting strategy, insights, financial/non-financial achievements, and quarterly progress updates to senior stakeholders in a compelling manner History of improving processes, methodologies, programs or frameworks that increased team performance Demonstrated ability to conduct compelling on-site presentations to C-Level executives Experience establishing strategic C-level relationships Excellent organization, project management and time management skills Exemplifies our company values Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances Very perceptive and highly emotional intelligence, making you agile in adapting your approach to all audiences and personalities Travel up to 15% to visit customers and team members What We Offer A mission-driven and value-based company dedicated to empower deskless workers and local businesses An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career Competitive salary and equity Comprehensive health coverage: medical, dental, and vision. We pay 95% of your premiums for our employees and 85% for dependents In office amenities and stocked kitchen 401K Plan Pre-tax commuter benefits Learning/development stipend Flexible PTO Hybrid Office/WFH schedule Salary Range In compliance with the California Pay Transparency Law, the base salary range for this role is between $130,000 to $150,000 in Utah. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data. Know More About Workstream https://www.workstream.us/blog/funding-series-b https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/ https://techbuzz.news/buzzworthy-august-27-2021/ Additional Information Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are committed to the full inclusion of all qualified individuals.