Senior Director of Customer Success (Player-Coach)

Company: Workzone

Industry: B2B SaaS - Project Management Software, Collaboration Tools

Position: Senior Director, Customer Success (Player-Coach Role)

Growth Path: Sr. Director-CS > VP-CS > Chief Customer Officer (CCO)

Location: Remote, Anywhere in the US

Compensation: Base Salary - $130,000 - $140,000 + Performance bonus

GTM Motion: SMB / Mid-Market, ACV: $10K - $50K

Key Responsibility: Manage a book of 40-50 accounts as player + lead a team of 5 CSMs & Support reps

Who we are

Workzone is a top-rated Project Management Platform (4.8/5 on Capterra, Software Advice) built for Marketing, Operations, and PMO teams in services-heavy industries. Through the combination of a SaaS platform and human assistance, Workzone enables businesses to plan, manage, and execute high volumes of mission-critical projects. Founded in 2002, Workzone counts industry leaders across Higher Education, Healthcare, Marketing Agencies, Financial Services, Manufacturing, Real Estate and Professional Services as customers. For more information, please visit https://www.workzone.com/

Who we are looking for

We are looking for a Senior Director of Customer Success in a player-coach capacity to (1) manage some of our most strategic accounts, (2) lead a team of 5 CSMs and customer support reps. The role will own the post-sale journey of our customers across onboarding, adoption, retention, expansion, and advocacy. You are the perfect candidate if you are a hands-on CS leader with a deep passion for on-the-ground customer management.

The role will be measured on Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Customer Lifetime (Years).

What you will do

As a player:

• Manage your own book of 40-50 key accounts from onboarding to renewal and growth

As the CS leader in charge of our customer portfolio:

• Increase renewal rates and reduce churn 
• Grow accounts through cross-sell and up-sell 
• Prevent surprises by developing an engine that spots risk signals and opportunities across the portfolio
• Build deep relationships with senior stakeholders on the customer side
• Define and optimize the customer lifecycle across onboarding, adoption, retention, expansion, and advocacy
• Measure the effectiveness of the Customer Success function by defining and tracking operational metrics for the team while creating a cadence for review within the team
• Elevate key themes on the health of our customer base to the CEO and leadership team
• Coach the Customer Success team into becoming a best-in-class unit
• Create a constant feedback loop to help our customers feel heard and taken care of
• Inspire a culture of Customer Success across the company

Requirements

• 8+ years of progressive experience in leading customer success organizations at B2B SaaS companies
• Experience in the Project Management and Collaboration tools space is a big plus
• Proven track record of exceeding retention, expansion, customer satisfaction, and advocacy targets.
• Deep passion for and understanding of customers, ability to develop strong customer relationships, and above all a creative mind to deliver those “wow” moments. 
• Proven leadership skills that demonstrate the ability to inspire, coach, and develop team members to reach their maximum potential. 
• A self-starter with demonstrated ability to take initiative
• "No drama" approach deeply grounded in peer collaboration, high curiosity, and openness to being challenged
• Exceptional organizational, presentation, and communication skills, both verbal and written

Compensation & Benefits 

• Base Salary: $130K - $140K (contingent on experience) + Performance bonus
• Best in class benefits: 90% of benefits paid for individual and family 
• 401(k) retirement plan with company contribution
• Path to VP-CS & Chief Customer Officer (CCO) in the future based on outcomes delivered
• Entrepreneurial environment, with the financial resources (profitability) to take calculated bets while enabling organizational stability
• Work from anywhere - the entire company is remote
• Unlimited PTO; minimum of 2 weeks vacation per year (Yes, you must take a vacation!) 

Workzone is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce.