Customer Success Manager, SMB

  • Location: Minneapolis, MN
  • Department: Customer Success
  • Type: Full Time
  • Min. Experience: Mid Level

Job Description

As a Customer Success Manager, focusing on Small to Mid Sized Businesses (SMB), you are the primary point of contact assisting customers through the onboarding process, driving engagement, and growing revenue by educating customers to fully utilize the When I Work suite of software.  You have a successful background in inbound sales roles and a strong track record performing upsells, providing training and communicating value. You are curious, dependable, resourceful, and get joy from going beyond to make customers successful.  You are motivated by a strong, innovative, and passionate work culture and are constantly searching for ways to improve, inspire others, and add value.

What You’ll Be Doing

As a CSM, you will take charge of growing the revenue by connecting with small business owners to provide coaching, training and expansion coordination to grow the customer revenue.

  • Listen to customer inquiries and help identify strategic guidance to ensure the best configuration of the product to ensure customers success.
  • Demonstrate product value to customers so they implement the the optimal feature set to ensure successful onboarding and long term use.
  • Identifying key best practices that relate to customer’s operations and to communicate how these best practices can improve the use of the When I Work products with the goal of increasing their product purchase while reducing their potential from “churning” in the future.
  • Through value proposition selling methods, influence customer conversion to paid accounts and upselling to additional needed features.
  • Assist with onboarding new customers by presenting product features and functionality,
  • Provide training to key users and answer customer’s questions to ensure product use and success.
  • Facilitate the submission of customer feature requests and enhancement to the Product team.
  • Your success metrics will anchor on new customer acquisition and expansion + retention of existing customers.
  • Majority of the day will be spent on the phone with customers providing product guidance, training and discussing expansion opportunities.

Experience and Skills Needed

  • A minimum of 1-2 years of sales to new or existing base through a relationship style sale or other relevant experience
  • Demonstrated ability to identify customer needs, propose solutions and when appropriate, upsell additional software or professional resources available to the customer
  • Strong computer skills, system aptitude, and the ability to develop processes and procedures
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Experience in delivering product driven solutions based on customer needs
  • Ability to multi-task and prioritize with proven skills in problem solving and attention to detail
  • Demonstrated initiative with the commitment and ability to meet deadlines
  • Excellent organizational and time management skills
  • Team player able to effectively interact with colleagues and business partners across the company
  • Strong interpersonal, verbal, and written communication skills
  • Excellent listening, negotiation and presentation skills
  • Proactive attitude: constantly searching for ways to improve, inspire others, and add value
  • Associate or Bachelor degree preferred

What Would be Awesome to Have

  • Experience in the software or technology industry, preferably with SaaS industry experience
  • Experience with CRM and Success tools including SalesForce, ZenDesk
  • Experience with working with technology startups

What's In It For You

  • Professional development allowance
  • Employee Stock Options
  • Paid parental leave
  • Medical benefits - employee premiums paid 100% by WIW
  • Dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • 401K Match
  • Transit Pass or parking stipend
  • Data/Cell (internet) stipend
  • Casual dress code
  • Dynamic and dedicated team

Sound Like a Good Fit?

We’d love to talk to you! Please submit the following to apply:

  • Resume (including months/years of employment for each position).
  • Cover letter including:
    • an overview of your existing customer success and/or sales experience
    • a convincing reason why you’d like to work at When I Work

*Must already be authorized to work in the United States on a full-time basis for any employer.

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