Customer Success Manager

Role will require fluent English proficiency
Role will require ability to travel to client locations and company offsites, 10-20% travel

About the role

As a Customer Success Manager, you’ll play a lead role in scaling the growth of our International accounts (Europe, Africa, Middle East, India) in partnership with our GTM leadership team. 

You will be the primary CS lead in Europe managing a portfolio of strategic Fortune 500 and Management Consulting accounts who are dedicated to driving workforce transformation. You’ll also have the opportunity to collaborate with leaders across our Sales, Marketing, Product and Assessment & Learning teams. 

If you like solving complex problems with clients that are first-movers in implementing a skills-first approach, then this role is for you. 

About your team

This is an opportunity to join an early-stage startup backed by top-tier investors. You will be a key member of a world-class Customer Success team with an ownership mentality, and as a result there are significant hands-on learning opportunities to learn from leadership and peers.  

What You’ll Do:

Within 3 months, you will:

• Manage standard customer calls and workshops
• Have clear understanding of the Workera value proposition
• Provide client demos and answer high-level questions about the product
• Share input to CS and Sales teams on how to improve current customer deployments 
• Provide product feedback to relevant internal teams 
• Identify initial areas of opportunity to help evolve the Customer Success team 

Within 6 months, you will:

• Have ownership (implementation, onboarding, launch, engagement and support of renewal/expansion) of your customers
• Implement best practice solutions to drive license utilization and high engagement rates 
• Craft and deliver customer insights in a concise, visually appealing format (during weekly meetings, quarterly business reviews) 
• Create account plans and develop success metrics to track, measure, and communicate updates with internal leadership 
• Partner with our Sales team to be on the front line of driving account growth 
• Serve as the primary point of escalation on customer issues and feedback related to our platform, product and process  
• Support implementation of strategic internal projects
  
  

Within 9 months, you will:

• Do everything mentioned above within 6 months, but with more effectiveness! 
• Drive strategic initiatives and opportunities with your customers in collaboration with sales
• Build relationships with and coach customer executives to champion our platform 
• Lead implementation of internal projects that will help set up our hyper-growth organization for success! 

*Please note as we are a dynamic and quickly growing scale up, things are always subject to change*

What You’ll Bring

• 5+ years of experience in a Customer Success, Account Management and/or Management Consulting role 
• Proven track record of managing large / complex enterprise accounts (with an average ACV of +$100k)
• Excellent verbal and written customer-centric communication skills at both the executive (CTO, CIO, CLO) and program (Director, Manager, Analyst) level
• Experience presenting and pitching to client and internal leadership stakeholders
• Ability to manage and prioritize multiple priorities at once while consistently meeting deadlines
• Strong data storytelling capabilities- building executive summary dashboards and presentations
• Ability to work independently and as part of a team in a fast paced environment to achieve results together
• Growth Mindset: Highly coachable with a desire to learn and develop new skills
• This role will require the ability to travel internationally. 10-20% travel

Bonus: 

• Experience in Scaled Customer Success processes and best practices
• Practice in leveraging Generative AI in your role 
• Can speak multiple languages