Customer Success Manager

| Austin, TX, USA
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Worksmith is transforming the way high end brands manage their in-person customer experience by revolutionizing the store experience via our modern, easy-to-use facilities maintenance software. Our software-enabled marketplace seamlessly connects retailers, restaurants, salons, etc. with local service providers across the US and Canada to create store environments that reflect their brand.
Worksmith's software saves time, money and headaches:
For clients, Worksmith provides the peace of mind of knowing any emergency repair or recurring maintenance need is being handled efficiently and effectively by the Worksmith vendor network.
For service providers, Worksmith is an easy-to-use marketing vehicle that provides job opportunities without the hassle of sales and marketing, billing or collections. Our platform provides the means for local service providers to dramatically grow their business: the top-performing service provider made nearly $500,000 in 2020.
As a Customer Success Manager, you'll be guiding and advising our client stakeholder users at this quickly growing company ensuring they have a smooth experience with our platform.
A few other things to know about us:
We don't settle for good - we strive for great

  • The market opportunity for facilities management is $50B and we're disrupting it. From years of experience working with technology startups and enterprise operations managers, we knew there was a better way to find, hire and manage service providers with smart technology, & we set out to build it.

We work hard and play hard

  • Not only do we strive for great, but we have fun doing it - we promote the phenomenal Austin lifestyle and enjoy team lunches with Franklin BBQ, foodie tours of East Austin, and ACL Festival.

We're team players

  • Worksmith is a team environment - We cannot build this company without each and every team member, and we're looking for people who jump at the chance to get in the game.

We rise to the occasion

  • We've come a long way, and we have a lot to do. We're looking for those ready to lead by example. If you're ready and willing to roll up your sleeves, now is the time to join us! This is an exciting opportunity to grow the company and your career along with it.

About the Role
As our Customer Success Manager, you will provide world-class service to Worksmith clients to support our business needs, prioritize their experience and drive continued growth. With excellent communication skills plus a knack for anticipating and solving customer concerns, you'll guide our clients to success on the Worksmith platform.
The day-to-day responsibilities will include:

  • Build and own relationships with key customer stakeholders to establish yourself as a trusted advisor and partner; act as main point of contact post implementation
  • Manage and nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
  • Assist with troubleshooting and solving customer issues that arise in a timely manner with a positive attitude and high quality customer service in mind
  • Conduct trainings to maximize product adoption among all client users
  • Lead and execute customer expansion projects to ensure timely and successful completion
  • Communicate professionally and energetically with clients and the Worksmith network of local vendors
  • Identify client needs to provide feedback to other areas of our business such as Product, Engineering, Vendor Success

The right candidate:

  • Demonstrates excellent verbal and written communication skills
  • Thrives in a fast paced, team centric environment and is adaptable to change
  • Detail-oriented; able to capture proper information correctly and accurately
  • Displays empathy and the ability to put yourself in the customer's shoes
  • Strong ability to problem solve timely and proactively

Basic Qualifications:

  • Based in Austin, TX
  • Familiarity with G Suite, Salesforce, Zendesk and other project management solutions
  • 1-3 years of direct client relationship management, preferably in a SaaS company

We also look for these qualities in our candidates:

  • A willingness to learn
  • A positive and hard-working attitude
  • Patience and tenacity
  • Organized and detail-oriented

What we offer:

  • A work-hard, play-hard culture with an entrepreneurial approach
  • Competitive compensation
  • Flexible vacation policy
  • Casual, fun work environment: we enjoy team lunches, happy hours, and activities all around Austin

Worksmith is proud to be an Equal Employment Opportunity Employer. Worksmith does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other protected characteristic.
To apply, submit resumes to [email protected]

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • React NativeLibraries
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • HotjarAnalytics
    • IntercomAnalytics
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • LinkedInLead Gen

An Insider's view of Worksmith

What’s the vibe like in the office?

We have a very collaborative vibe in our office. Our space is open and our desks are all pretty close so we can talk to each other rather than live through Slack (although we do love Slack). Luckily we all get along really well so it's not a burden to be so close together. Overall its a pretty hard working chill vibe in our office and I love it!


Marketplace Operations Specialist

What projects are you most excited about?

The Tech and Product Team just kicked off an initiative to release one innovation project each quarter, what we're referring to as a "mooshot." This is a chance for us to take a quick detour from the roadmap, exploring some wild ideas or experimenting with cutting edge technology. It's been a refreshing mental shift and ton of fun to feed off of ea


Product Design Lead

What's the biggest problem your team is solving?

We're currently focused on building a scalable marketplace that connects clients to local vendors. It's a unique challenge that requires the right combination of technology and the human touch, and is extremely rewarding as we make progress!

Steve Hehl

VP, Engineering

What are Worksmith Perks + Benefits

Volunteer in local community
Our Worksmith Gives Back committee organizes monthly opportunities for our team to volunteer in the Austin community.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Highly diverse management team
Health Insurance + Wellness
Flexible Spending Account (FSA)
Worksmith employees can contribute up to $2,750 annually to their healthcare FSA and up to $5,000 annually to their dependent daycare FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Team workouts
Worksmith's team fitness initiatives include sponsored race teams and flag football teams.
Mental health benefits
Worksmith offers an Employee Assistance Program to provide on-demand access to professional counselors in the areas of depression, marital/family concerns, alcohol and drug issues, & traumatic events
Financial & Retirement
Company equity
Child Care & Parental Leave
Generous parental leave
Worksmith provides 12 weeks of paid parental leave for all employees.
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Worksmith's "Healthsmith" committee organizes group outings, intramural sports teams, and a running club.
Professional Development
Lunch and learns
Promote from within
Customized development tracks

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