Head of Enterprise Customer Success
Posted on 1/28/2023
INACTIVE
Automated hiring platform
Company Overview
Workstream is on a mission to help local businesses and the hourly workforce thrive. Workstream helps companies hire faster with texting / SMS, cutting in half the time to engage, hire, and onboard hourly workers.
Industrial & Manufacturing
Consumer Goods
Automotive & Transportation
Company Stage
Series B
Total Funding
$118M
Founded
2017
Headquarters
San Francisco, California
Growth & Insights
Headcount
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 5%Locations
San Francisco, CA, USA • Lehi, UT, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Sales
Management
Business Strategy
Requirements
- 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
Responsibilities
- 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 and 1 ENT Onboarding Manager 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