Manager, (Commercial) Customer Success | New York Hybrid

We need to output HTML fragment with sections: About the role, Responsibilities, Required Skills & Qualifications (maybe as Requirements or Qualifications), Benefits (maybe Workwize Offers includes salary etc). Also Pay range is given, so we need a Pay section. Schedule? Not mentioned. Benefits: list items from Workwize Offers. Also maybe "What Makes You Shine" could be part of Qualifications? But we should only include sections with real content. The posting includes "About the Role" heading; we need to use

for section headings. So we will have

About the Role

with prose. Then

Responsibilities

with

• items. Then

  Requirements

  or

  Qualifications

  . The posting has "Required Skills & Qualifications". We'll use

  Qualifications

  (or Requirements). Use list. Then

  Benefits

  with list from Workwize Offers. Then

  Pay

  with the salary range. We must not repeat job title. No metadata like Job ID. Remove boilerplate like LinkedIn recognition? That's part of About the role? It's at start: "LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands!" That's substantive info about company; we can include in About the Role paragraph. We must preserve all substantive information; not invent or summarize away detail. So we need to include all bullet points from Responsibilities, Required Skills & Qualifications, Workwize Offers, Pay range. We must not include sections like Schedule if not present. We must not include filler like "commensurate with experience". Not present. We need to output only HTML fragment, no markdown fences. Let's extract content. About the Role: The paragraph after "About the Role" includes multiple sentences. Also earlier paragraphs about company mission etc. Should we include those? The instruction: "Preserve ALL substantive information". The earlier paragraphs before "About the Role" are also substantive about company. Should we include them? The section heading "About the Role" is specified; but we could also include a general intro before that? The instruction says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but we should follow those headings. Likely they want sections exactly those headings. The intro about company could be placed under About the Role as prose. So we combine company description and role description into About the Role paragraph. Thus About the Role paragraph: combine: "At Workwize, we're helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries. With 50,000 users and 120,000 devices under management, we're solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives. Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide. LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands! 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. Your mornings? Setting priorities, leading stand-ups, and keeping the team laser-focused on what really matters. Your afternoons? Diving into performance metrics, tweaking strategies, and finding ways to make processes smarter, faster, and more impactful. You're a people-person with a head for numbers. You know when to step back and empower your team - and when to roll up your sleeves and tackle escalations head-on. Building relationships comes naturally, whether coaching your team, collaborating across departments, or connecting with clients. You're reflective, always looking for ways to improve performance and set your team up for long-term success. We move fast, think big, and celebrate wins - both for our clients and our teams. If leading a team that's passionate about client success excites you, we'd love to hear from you." We need to avoid repeating "About the Role" heading inside paragraph; but it's okay to have the phrase as part of text? Might be redundant but it's in original. We'll keep it. Now Responsibilities: list items: - 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, 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 We need to flatten into a single

  • list? The instruction: Use
    • for any list of duties/requirements/benefits. Could be nested lists but likely they want a flat list. However we can keep each bullet as
    • . If we want to keep sub-bullets, we could nest
      inside
      • . That's still a list. Probably acceptable. We'll output each main responsibility as
      • with maybe internal
        for subpoints. Simpler: just list each bullet as separate
        • (including sub-bullets as separate
        • ). That may lose grouping but still preserves all info. Might be okay. But better to keep grouping:
        • Build and Scale Customer Success in North America
          • Take ownership...
          ...
        . That is still a list. We'll do that. Now Qualifications: list items from "Required Skills & Qualifications". We'll produce

        Qualifications

        with
        • each. List: - 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 Now Benefits: from "Workwize Offers". Items: - Salary + OTE + equity - 5 days of paid vacation (European-style time off) - 401(k) with competitive support to help you plan for the future - Flexible work setups for better work-life balance - Top-notch tools and equipment provided. - Off-sites and multi-yearly team bonding events. - The chance to shape how AI is used across an entire product, not just bolt it onto a feature. We'll list each as
        • . Pay: we have "Pay range $85,000—$190,000 USD". We'll put in

          under

          Pay

          . Now ensure we don't include any boilerplate like "Our Team Becoming part of Workwize means making an impact..." That's after Workwize Offers. That's substantive? It's more fluff but still about team. Could be included maybe under About the Role? But we already have a lot. The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should include that paragraph as well. Where to put? Could be part of About the Role or maybe a separate section like "About the Team". But we only allowed certain headings. Could add under About the Role as additional prose. Thus after the role description paragraph, we can add the team paragraph. Let's capture: "Our Team Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and ease. We consist of a rapid growing and ambitious team with all different backgrounds. Entrepreneurs, Operational specialists, Developers, Sales gurus you can find them all at Workwize and are always on the look-out for the next original ideas to reach more consumers and create the best value for our customers. We are looking forward to meeting you and discover if there is a match with the Workwize team!" We'll add that as another

          under About the Role. Now ensure we didn't include any duplicated lines. The original had some duplicated lines like "At Work