Customer Success Manager

Job Description: Customer Success Manager (CSM)About Workzone

Workzone is a modern project management platform that helps teams plan, execute, and communicate work efficiently. We’re passionate about helping customers achieve measurable outcomes and long-term success through strong relationships, product adoption, and proactive service.

Role Summary

As a Customer Success Manager (CSM), you are responsible for understanding our customers’ needs, ensuring an excellent customer experience, fostering long-term loyalty, and helping customers maximize value from Workzone. You’ll manage customer relationships across the lifecycle — onboarding, adoption, retention, renewals, and expansion — and will serve as a trusted advisor to key contacts within customer organizations.

Ideally you are customer-obsessed, highly organized, and confident collaborating across teams to deliver outcomes that improve customer satisfaction and retention.

What Success Looks Like

• Customers are onboarded smoothly and reach key adoption milestones quickly.
• Customer satisfaction and retention remain high across your portfolio.
• Risks are identified early and action plans are executed consistently.
• Customers see measurable value and outcomes tied to Workzone usage.

Objectives of the Role

• Manage and grow relationships with key customers, acting as their primary point of contact.
• Proactively engage customers to understand goals, challenges, and adoption progress.
• Drive retention and customer satisfaction through exceptional service and proactive support.
• Gather customer feedback and communicate product improvement suggestions to internal teams.
• Collaborate with Product, Sales, Support, and Implementation teams to resolve issues and ensure success.
• Develop and execute customer success strategies that increase adoption and maximize customer value.
• Monitor customer health metrics and success KPIs; provide regular updates and insights to leadership.
• Advocate for customer needs and drive resolution on priorities and escalations.

Key Responsibilities (Day-to-Day Tasks)

• Onboard new customers through setup, training, and initial usage to ensure implementation success.
• Conduct regular check-ins and customer reviews to assess progress and ensure alignment to goals.
• Identify upsell/cross-sell opportunities and coordinate with Sales to support expansion motions.
• Manage customer lifecycle and proactively identify risks and optimization areas.
• Deliver training sessions, workshops, webinars and demonstrations to improve product adoption.
• Create and deliver customized reports, performance insights, and presentations.
• Support customer escalations and ensure issues are resolved quickly and effectively.
• Assist in improving customer success playbooks and internal documentation.

Required Skills & Qualifications

• 3+ years experience in Customer Success, Account Management, or related customer-facing roles.
• Proven experience driving retention, adoption, and customer satisfaction.
• Ability to analyze customer usage trends and identify improvement opportunities.
• Strong communication and relationship-building skills; comfortable working cross-functionally.
• Strong problem-solving ability and proactive customer-first mindset.
• Excellent time management and ability to manage multiple accounts and priorities.
• Familiarity with CRM systems and customer success tools.

Preferred Qualifications

• Experience in SaaS, B2B, or technology environments.
• Familiarity with customer success methodologies and frameworks.
• Experience with tools such as Gainsight, ChurnZero, HubSpot, Salesforce, etc.
• Certification (SuccessHACKER, Customer Success certifications, etc.) is a plus.
• Experience working with enterprise customers or complex accounts.

Why Workzone?

We offer a collaborative environment and comprehensive benefits, $75,000 base including performance bonuses and professional development opportunities. If you’re a results-driven, customer-centric professional excited to make a meaningful impact, we encourage you to apply.