Manager, (Commercial) Customer Success | New York Hybrid

About the role

At Workwize, we’re on the hunt for a CSM Team Lead who can inspire a team, wow clients, and keep an eye on the bottom line—sometimes all before lunch. You’ll lead a small, high-performing crew while managing your own client portfolio, making sure both your team and your clients come out on top.

Responsibilities

• Build and Scale Customer Success in North America: Take ownership of building and scaling our North American Customer Success organization, with a strong focus on mid-market and enterprise customers.
• Create a proactive Customer Success motion that goes beyond reacting to customer requests and consistently drives adoption, value realization, retention, and growth.
• Build and roll out scalable processes, playbooks, customer journeys, and ways of working that give CSMs the structure they need without creating unnecessary bureaucracy.
• Establish clear expectations around portfolio management, customer engagement, risk management, renewals, and expansion.
• Continuously improve how the team operates as our customer base and organization grow.
• Lead and Develop the CSM Team: Coach, train, and develop CSMs so they can confidently manage complex customer relationships and become stronger strategic partners to their accounts.
• Create an engaged, accountable team where people understand what good looks like and take ownership of their results.
• Set clear priorities and help the team focus its time on the customers and activities that have the biggest impact.
• Build repeatable onboarding and training programs for new and existing CSMs.
• Use customer conversations, performance data, and team feedback to identify where coaching or process improvements are needed.
• Own Complex Customer Situations: Step into complex customer escalations when needed and bring structure, calm, and ownership to the situation.
• Look beyond the immediate issue to understand the root cause and prevent the same problem from happening again.
• Turn escalations and customer feedback into clear learnings, process improvements, and training for the wider team.
• Work closely with Sales, Operations, Product, Support, and other teams to resolve issues and improve the overall customer experience.
• Build strong relationships with senior stakeholders across mid-market and enterprise accounts.
• Drive Retention and Growth: Own the Customer Success contribution to renewals, retention, and expansion across the North American customer base.
• Build a disciplined approach to identifying risk early and creating clear action plans.
• Help CSMs recognize and develop expansion opportunities based on customer needs and demonstrated value.
• Use data and customer insights to understand portfolio health, identify trends, and decide where the team should focus.
• Partner with commercial teams to create a smooth customer lifecycle from handover through renewal and expansion.
• Build an AI-Forward Customer Success Organization: Look for practical ways to use AI and automation to make the Customer Success team more effective and scalable.
• Help CSMs spend less time on repetitive work and more time on meaningful customer conversations.
• Experiment with new tools and workflows while making sure the customer experience stays personal and human.
• Understand where automation adds value and where customers still need direct, thoughtful engagement from a CSM.

Required Skills & Qualifications

• 7+ years of experience in Customer Success, Account Management, or another relevant client-facing role.
• 3+ years of experience leading and developing Customer Success teams.
• Proven experience building or significantly scaling a Customer Success organization in North America.
• Experience working with mid-market and enterprise customers, including complex organizations with multiple stakeholders.
• A strong track record of building Customer Success processes, playbooks, operating rhythms, and team structures from the ground up.
• Experience creating a proactive Customer Success motion focused on adoption, value realization, retention, and expansion.
• Strong experience managing complex customer escalations and identifying the underlying operational or process issues behind them.
• Comfortable owning both strategy and execution—you are willing to build the process, roll it out, coach the team, and improve it when it does not work.
• Strong commercial understanding, including experience with renewals, retention, customer risk, and expansion.
• Comfortable using data to manage team performance, portfolio health, and customer outcomes.
• Experience working cross-functionally with Sales, Product, Operations, Support, and other internal stakeholders.
• Comfortable with tools such as HubSpot, Monday.com or Asana, Slack, Linear, Miro, and Notion.
• Curious about AI and experienced or motivated to use it thoughtfully within Customer Success workflows.
• Fluent in English at a business level.

What Makes You Shine

• You have built before. You are comfortable starting with a blank page and turning it into something practical that a team can actually use.
• You take ownership naturally and do not wait for someone else to define every next step.
• You know how to balance speed with structure and can introduce scalable processes without slowing the team down.
• You are an experienced coach who enjoys helping CSMs become more confident, commercial, and strategic.
• You can navigate difficult customer conversations and complex escalations without losing sight of the relationship.
• You naturally look for root causes instead of treating the same symptoms repeatedly.
• You are comfortable challenging existing ways of working when there is a better approach.
• You understand how technology and AI can improve Customer Success, while knowing that strong customer relationships still require a personal touch.
• You thrive in a fast-growing environment where priorities can change and there is still plenty to build.

Pay

$85,000—$190,000 USD