Mid-Market Customer Success Manager

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. WorkTango’s holistic platform offers two distinct, but complementary solutions. Surveys & Insights makes it easy for organizations to measure engagement and ensure every employee feels heard through unlimited surveys across the entire employee lifecycle. Leaders gain insight into employee sentiment through robust dashboards and insights, and are empowered to drive meaningful change with recommended action plans. Recognition & Rewards enables organizations to scale and automate manual recognition & rewards practices, track and control costs, and create a continuous culture of appreciation through company-wide recognition. WorkTango is built for the workplace we all want to be a part of – where teams accomplish great things, achievements are celebrated, and employees have a voice. Please Note: We are not currently considering applicants in CA, MT, VT, and Puerto Rico for this position. Overview of the role We are looking for a results-driven Mid-Market Customer Success Manager (CSM) to manage a portfolio of approximately 47 mid-sized enterprise accounts. In this role, you will bridge the gap between high-touch relationship management and efficient, structured value delivery. You will act as a "Value & Product Expert," tasked not just with retaining customers, but with actively identifying growth opportunities and mitigating risk through proactive problem solving. You will be responsible for translating WorkTango’s product functionality into mid-level business processes, specifically addressing HR buyer pain points and lifecycles. The awesome stuff you’ll do in this role Strategic Account Management: Execute the Customer Journey Framework across your book of business. Conduct Milestone Meetings, including: Executive Business Reviews, Quarterly Business Reviews, Renewal Discovery, and Best Practice Recommendations. Develop and maintain Customer Success Plans for every customer in your book. Track and forecast your gross renewal rate and gross retention rate KPIs. Discovery, Growth & Expansion: Actively uncover expansion opportunities within your book of business. Conduct deep discovery on evolving “HR buyer” pain points that align with our expansion offerings. Incorporate this discovery into your Customer Success Plans. Leverage your expertise in feature-to-value translation to articulate how additional products or seats solve specific mid-level business process gaps, justifying expansion. Manage a clean and accurate Salesforce pipeline, generate your own upsell and cross-sell opportunities, forecast your total upsell revenue and routinely hit expansion targets. Value Delivery & Methodology: Act as the expert in product functionality, specifically mapping features to mid-level business processes and typical customer journey benchmarks. Apply knowledge of the HR buyer lifecycle to ensure the platform addresses their specific pain points at every stage of their journey. Identify adoption risks early through process mapping and usage analysis, implementing remediation plans before they impact Gross Retention. Internal Collaboration & Reporting: Collaborate clearly across Product and Services teams to solve customer challenges. You will work closely with TPM (Technical Project Managers), Product, and CS Ops to support technical resolutions and admin refreshes. Update renewal + growth forecast weekly and on a rolling 4 quarter basis. Conduct bimonthly Book of Business (BoB) readouts to CS Leadership, providing a pulse check on key accounts and presenting your growth strategy for the month. Act as the voice of the Mid-Market customer, channeling feedback on segmentation playbooks and product gaps back to internal stakeholders. What you’ll need to be successful in this role 3-5 years of experience in Account Management or Customer Success Management in a SaaS environment Commercial & Growth Mindset: Proven track record of owning a revenue number. You view retention as the baseline and actively look for expansion opportunities within an existing book of business. You have experience managing and achieving GRR, NRR, growth opportunity, and sales pipeline metrics. Strategic Discovery: Mastery of open-ended questioning techniques to uncover deep‑seeded HR buyer pain points. You move beyond "checking in" to identifying root causes of churn risk and new areas for value creation. Feature-to-Value Translation: You don't just explain how a feature works; you explain why it matters to a mid-level business process. You are an expert in mapping solution functionality to specific customer ROI. Stakeholder Management (Multithreading): Demonstrated ability to build relationships beyond the main admin. You are skilled at achieving multithreading (engaging multiple contacts) and securing executive engagement to insulate accounts from turnover risk. Operational Discipline (CSPs): Proficiency in creating and adhering to Customer Success Plans (CSPs). You can manage a high‑volume portfolio (~47 accounts) with a rigorous schedule of 20+ meetings/month without letting details slip. Proactive Risk Mitigation: Ability to read "smoke signals" in usage data. You excel at proactive problem‑solving and remediation before a renewal conversation becomes critical. Bonus Points HR Buyer Experience: You’ve worked in an hr tech offering in the past and understand the hr buyer. Persona Specific Customer Journey: You’ve created or executed customer journeys tailored to different customer personas. You understand what each persona needs at every stage of the lifecycle and make sure the right guidance, resources, and engagement reach them at the right time. If you’ve reached this point in the job description and feel you’re still not sure if you should apply… Just do it You may not have 100% of all those bullets listed above - and that's okay We know there are no perfect applicants. If you’re feeling like you’re not going to fit in with our teams - that’s not okay. One of our company values is "Work Together, Tango Together" - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day When you work at WorkTango, we provide competitive benefits to make your life better both in and out of the office, which include: Health, Dental, and Vision Insurance; Open vacation policy; Flexible WFH policy; 2 weeks of all-company closure; 401k & RRSP programs; Mental Health benefits; Financial Wellness benefits; Generous Parental Leave; EAP & more At WorkTango, diversity and inclusion are fundamental to how we grow and operate our business. We’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. WorkTango commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership. #J-18808-Ljbffr