Customer Success Manager - Remote

  • New York, NY, USA
  • Full-time

Company Description

WorkRails has reinvented how software companies sell services to their customers.  With over $700 billion a year spent on technology services, we were shocked to see the most advanced companies relying on old documents, spreadsheets and broken processes to drive such an important part of their business.

Through automation, WorkRails makes selling services easy, fast and more accurate for our clients, saving them time and money.  Our SaaS solution powers an ecommerce experience for services employees, clients and partners that increases adoption and reduces errors.  Our clients include some of the top software companies in the world. 

We are a fast growing software company with an incredible team.  We are looking for like minded people that value a team environment, expect the best from his or her peers and want to win.  We also value work-life balance and seek people with tremendous energy but care deeply about life outside of work as well. We encourage growing your personal network and giving back to others through philanthropic activities and company team building events.  

Job Description

Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn.

Key Responsibilities

  • Manage a portfolio of WorkRails customers, build relationships and proactively reach out to help customers achieve the most value from the WorkRails platform 

  • Generate analytical insights that drive significant response increases, revenue growth and improved customer experience.

  • Engage with customers to comprehend their desired outcomes 

  • Lead webinars and workshops educating service professionals how to design and sell services through WorkRails

  • Increase WorkRails platform wallet share with clients.

  • Drive reporting and performance assessment and communicate results to key stakeholders.

  • Assist in creating training videos, written guides and training materials to help customers learn how to use WorkRails

  • Handle and resolve client requests and complaints

  • Convey customer feedback to the product and management teams to help WorkRails constantly improve its product offerings

  • Strong interpersonal skills.

  • Strong organizational skills.

  • Ability to juggle multiple initiatives simultaneously. 


Desired Requirements

  • BA or BS degree 2+ years experience in an account management or customer success role at a technology company

  • Strong communication and presentation skills with the ability to engage and interact with customers through written and spoken communication

  • Systematic and process-oriented mindset; proven background and experience in data analysis

  • Self-motivated, with good project management and organizational skills

  • Strong empathy for customers

  • Experience in a startup environment

  • Knowledge of Customer Success software (Gainsight, Totango) 

If you don’t have all of the above skills, but feel compelled by what we are working on, please feel free to apply and include a cover letter describing your interest in the position.

Additional Information

Why Work with Us - Perks & Benefits

WorkRails offer competitive health, dental & vision benefits and access to other benefits and perks such as a 401K plan, Health savings accounts, Flexible savings accounts, Wellness plans & Commuter benefit plans. We also offer a generous paid time off plan so you can spend more time with family, friends and enjoying life outside of the office.

WorkRails is an equal opportunity employer. Consistent with our mission of serving a diverse and global audience, we value a diverse workforce and inclusive culture which reflects that. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

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