Customer Success Manager, Mid-market

1 day ago

Toronto, Canada When I Work Full time

**Who We Are**:

- We help hourly teams get shift done._

At When I Work, everything we do starts with a mission to make shift work awesome. We deliver on that mission by making every piece of hourly workforce management - scheduling, time tracking, shift trading, team messaging, and more - easy and straightforward for managers and employees alike.

The Success team at When I Work is at the core of ensuring our Mid-Market and Enterprise customers exceed their goals. When you join this team, you are joining a group of dynamic, creative, and innovative professionals who like to have fun at work while also challenging and supporting each other in a highly functional team. You will work cross-functionally throughout When I Work to ensure the voice of the customer continues to drive focus and priorities.

**What You'll Do**:
As a Customer Success Manager (CSM), you'll work with our mid-market (MM) customers to help shape the future of the hourly workforce. You will take charge of protecting and growing revenue by connecting the value of the When I Work platform with customers' organizational needs. Through the relationships you build, the expertise you establish, and your tenacious ability to solve problems, our customers will see When I Work as a mission-critical workforce management software for their business. In this role you will:

- Be the go-to point of contact for any range of customer questions and take full ownership of providing answers and solutions, including facilitating information gathering cross-functionally
- Execute mid-market customer engagement strategies, leveraging customer data insights and one-to-many campaigns
- Ensure on time annual renewals, expansion and increased app utilization
- Understand customer's organizational goals and problems as a strategic partner, and articulate the value and ROI of When I Work to inspire and encourage customer adoption and expansion
- Facilitate customer onboarding and rollout, including bringing in other internal teams in a structured way as needed
- Establish product expertise with customers, understand product gaps, and be an internal advocate for most critical investment areas

**Who You Are**:
You come from a customer-centric background and are seeking a role to further develop your passion for the customer. You enjoy digging into customers' needs to deeply understand their business and empathize with their challenges and what's changing in their industry. You are skilled at connecting product functionality with customers' requirements and are not afraid to work cross functionally to ensure your customers are heard. You care deeply about your colleagues and are constantly searching for ways to improve yourself, inspire others, and add value.

**Experience and Skills Needed**:

- Background in customer success, customer support, consulting, managing accounts or professional services
- Analytical and creative problem solver
- Results-driven professional that assumes full accountability
- Demonstrated initiative with the commitment and ability to meet deadlines
- Excellent organizational and time management skills
- Strong communicator and project manager with excellent interpersonal skills
- Passionate about showcasing advanced technology to sophisticated customers
- Interested in working on a team with other high-performing, highly motivated peers
- Must possess a high degree of initiative

**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 Hubspot, ZenDesk, Gong
- Experience with Payroll Processing or Payroll Software Workflows
- Understanding of Integration through an API
- Basic understanding with SQL
- Experience working with technology startups

**What's In It For You**:

- Professional development allowance
- Dental Care & Extended Healthcare Coverage paid by When I Work
- Enhanced paid parental leave
- Paid vacation and holidays
- Flexible work environment
- RRSP Match
- Remote first culture including home office set-up stipend and ongoing telecommuter stipend
- Casual dress code
- Dynamic and dedicated team

We believe actions speak louder than words. Every encounter with our people and products should be memorable and helpful. Challenges are exciting, failure is how we learn, and we all have an entrepreneurial spirit. Building an inclusive and equitable workplace isn't lip service. We invest our time and our money in organizations that are not only working to diversify the current jobscape, but also investing in the future of talent. We're motivated by a strong, innovative, and passionate work culture and we're constantly searching for ways to improve and get shift done.

**Whether you're a perfect match or not, if it sounds like a good fit, we encourage you to apply.**:
We'd love to talk to you Please submit the following to apply:

- Resume (including months/years of employment for each position).
- Cover lette

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