Customer Success Manager (Remote)

at  WorkSpan

The next era of growth is being driven by business interoperability. Cloud, genAI, solutions combining services and software- more and more, companies outpace their competition not just through building superior products, but by creating stronger partnerships, paths to market, and better business models for winning together. Cloud providers, service providers, tech partners and resellers are teaming up to win more deals together through co-selling.
WorkSpan is building the world’s largest, trusted co-selling network.
WorkSpan already has seven of the world’s ten largest partner ecosystems on our platform and $50B of customer pipeline under active management. AWS, Google, Microsoft, MongoDB, PagerDuty, Databricks and dozens of others trust WorkSpan to accelerate and amplify their ecosystem strategies.
With a $30M series C and backing from world class investors Insight Partners, Mayfield, and M12, WorkSpan is poised to drive the future of B2B. Come be a part of it.

YOUR QUALIFICATIONS:

5+ years of customer success experience in a SaaS organization.
Excellent knowledge and experience in Alliances, Channel management, and Ecosystem space.
Strong knowledge of various partners business models like OEM, SIs, GSIs, and Cloud service providers is a huge plus
Willingness to be a hands-on contributor.
Excellent communication skills, including issue, tracking, triaging, and crisis management
Experience in process improvement, change management, value realization, decision making, managing processes, planning, and analyzing information is a great plus
Bachelor’s Degree or equivalent experience

You will serve as the Success point of contact during and post-implementation and will work closely with the Project Delivery manager to understand the project scope and requirements, align on project timelines, risks and will participate in key events during the implementation process
Post implementation, you will be the main point of contact for everything WorkSpan with the customer
You will be responsible for driving customer adoption and success -
Building effective succession plans in collaboration with the Account Executive
Onboarding customers
Building adoption and rollout plans in collaboration with the customer
Develop a trusted advisor relationship with customers and their executive sponsors.
Collaborate with the Sales team on effective Quarterly business review sessions and account reviews
Partner with internal WorkSpan team members (Sales, Support, Product, and Professional Services) to align account activities with the customer’s business case and strategy.
Monitor and identify adoption and utilization trends, and provide recommendations based on risk and customers’ needs.
Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.
Roadmap sessions with customers twice a year and provide feedback to the product team for continuous improvement
Successfully position new features, releases, and solutions thereby increasing the stickiness factor with WorkSpan.
Hold customers and internal teams accountable for the overall success of the program
Create raving fans and ensure all customers become WorkSpan advocates and references.