Customer Success Manager (Bay Area, CA)

Hybrid — Bay Area, CA candidates preferred

About WorkBoard

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.

COMING IN

• 5-8 years of overall work experience with 3 years in Customer Success, Program Management, Consulting, or Professional Services
• You have 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.
• You have 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

You have a bias for action, a passion for technology, and super effective at:

• Using your 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

WITHIN ONE MONTH, YOU'LL:

• Be 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-dive with sales, customer success, and strategic services teams to understand how we partner together
• Be able to articulate the value, benefits and relevance of our platform easily and effectively
• Create, internalize, and dazzle members of your account team with strategy execution success plans, and contact maps for all of your customers
• Know all of your customer teams and the objectives and key results they are looking to achieve in the quarter
• Dazzle a WorkBoard expert with your enthusiastic demo
• Meet with 5 enthusiastic WorkBoard customers and shadow 5 Program Meetings to understand team dynamics and how we help
• Be a daily user of WorkBoard and Salesforce to drive growth

WITHIN THREE MONTHS, YOU'LL:

• Be 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
• Be maniacally focused on measuring, planning, optimizing and ultimately ensuring our program drives results achievement for our customers
• Leverage your incredible organization skills to bring our customers together and build an active WorkBoard community
• Tap into your change management experience by ensuring meaningful communication plans are in full effect with your customers
• Bring alignment and accountability into every user’s work process by promoting and coordinating digital and instructor led training
• Have 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
• Spend a great deal of time with our amazing customers - 50% travel likely

WITHIN SIX MONTHS, YOU'LL:

• Be a customer success manager extraordinaire to 10-15 different client teams
• Have developed two-dozen champions for WorkBoard in your business
• Know 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
• Guide your client teams towards a variety of different tactics and activities influencing account health metrics (AI and Agent usage and platform consumption)

THE TEAM

You’ll join a rockstar customer success team where everyone is striving to improve the value and quality of experience we provide customers by delivering at our best. We are a collaborative team of voracious learners, excited to guide our customers to close the strategy execution gap and operationalize their results. We are a passionate group who “falls in love” with our customers and is fully dedicated to ensure their success. We are a no-ego bunch, and super excited to help our customers achieve their growth plans!

OUR VALUES - WE LIVE BY THE 4 H’S

Humble experts ~ Hungry for the opportunity ~ Intellectually honest ~ Operating as one happy team

A FEW OF OUR AWESOME BENEFITS

• Discretionary Time off & sick days
• Paid holidays
• Health insurance
• 401K with employer matching
• Quarterly All-Hands Meetings
• And much more!

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates learning, diversity and inclusion. If you’re hungry to grow your skills while growing a company, your sense of urgency matches the size of our market opportunity, and you value and enable team mates’ contributions, then come join us!

The US base salary range for this full-time position is $100-140k annual salary. Our salary ranges are determined by role, level and geographic location. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits.