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WorkTango Inc. · 2 days ago

SMB Customer Success Manager

California, United States

Full-time

Onsite

Entry, Mid Level

2+ years exp

WorkTango Inc. is seeking an efficiency-driven SMB Customer Success Manager (CSM) to manage a high-volume portfolio of approximately 88 accounts. The role focuses on driving engagement and growth through standardized playbooks and automation, ensuring customers achieve maximum value while managing account renewals and internal collaboration.

Employee BenefitsHuman ResourcesReal TimeSoftware

Responsibilities

Scaled Account Management: Execute the Customer Journey Framework across a large book of business, focusing on key milestones and targeted engagement. Use efficiency tools and AI to help you execute at a high level

High-Volume Meeting Cadence: Manage a rigorous schedule including 20 semi-annual Executive Business Reviews (EBRs) and 10 quarterly admin checks per month

Success Planning (MAPs): Develop and maintain templated, reusable Mutual Action Plans (MAPs) for every customer to ensure a clear path to value

Growth & Expansion: Qualify and generate volume-based expansion opportunities. You will be responsible for hitting an annual growth target through value-selling and opportunity qualification, and held to monthly performance standards

Retention & Risk Mitigation: Utilize monthly health tracking and 'smoke signals' in usage data to implement remediation plans before they impact retention. Responsible for managing all contract renewals and leading negotiations for those renewals in your book of business with an emphasis on gaining multi-year commitments

Internal Collaboration & Reporting: Conduct quarterly readouts to CS Leadership on the pulse of your book and your growth strategy. Collaborate with Product and CS Ops to improve automation tools and segmentation playbooks

Qualification

Account ManagementCustomer SuccessCS automation toolsSalesforce pipeline managementData-driven prioritizationEfficiency & Time ManagementCommercial MindsetProduct KnowledgeHR Tech ExperienceScaled Journey ExpertiseClear Communication

Required

Experience: 2-3 years in Account Management or Customer Success within a SaaS environment

Efficiency & Time Management: Exceptional ability to prioritize tasks and manage a high-volume portfolio (88 accounts) without letting details slip

Technical Proficiency: Expert in CS automation tools, Salesforce pipeline management, and data-driven prioritization

Product Knowledge: Proficiency in basic and intermediate product features, with the ability to articulate 'What Good Looks Like' to customers

Commercial Mindset: Proven track record of owning a revenue number, specifically in achieving growth and retention metrics in a high-volume environment

Clear Communication: Skilled in clear CTA (Call to Action) communication and milestone-based coaching to guide customers through the lifecycle

Preferred

HR Tech Experience: Previous experience with HR buyer personas and the HR tech lifecycle

Scaled Journey Expertise: Experience creating or executing automated customer journeys tailored to specific personas

Company

WorkTango Inc.

WorkTango is an award-winning Employee Experience platform that helps leaders and organizations improve employee engagement, increase retention, and boost performance while reducing costs with Employee Surveys and Recognition & Rewards software.

Founded in 2013

Austin, Texas, USA

51-200 employees