Head of Enterprise Customer Success

The Head of Enterprise Customer Success is critical to our company’s success and you will be a key member of our Customer Success leadership team. You will lead our Enterprise Customer Success team, which contains 3 CSMs and 1 Onboarding Mgr, empowering your team to deliver a best in class customer experience to our largest customers at Workstream.

In this role, you will report to and partner with the Head of CS & Support and other cross-functional leaders to drive strategy, refine processes, systems, and resources to successfully deliver value to our largest customers. You will own your team’s performance metrics and be responsible for guiding them to meet and exceed their goals. You will prioritize relationship-building at the executive level with our largest customers and will ensure your direct reports are doing the same in their own books of business. You will own the renewal forecast for your segment, reporting metrics to our executive team weekly and reporting on renewal trends quarterly.

You will have the opportunity to ideate, implement, test and standardize processes, tools and activities that CSMs and ENT Onboarding will execute at each stage in the customer journey. Enterprise is composed of our largest customers, made up of franchisees and corporate partners, and your leadership will be critical to efficiently protecting and helping to grow this revenue.

Day in the Life:

• 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

Who You Are:

• 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

What We Offer:

• A mission-driven and value-based company dedicated to empower deskless workers and local businesses
• An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career
• Competitive salary and equity
• Comprehensive health coverage: medical, dental, and vision. We pay 95% of your premiums for our employees and 85% for dependents
• In office amenities and stocked kitchen
• 401K Plan 
• Pre-tax commuter benefits
• Learning/development stipend
• Unlimited PTO
• Hybrid Office/WFH schedule

Salary Range: In compliance with the California Pay Transparency Law, the base salary range for this role is between $160,000 - $190,000 in San Francisco. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.