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Director Customer Success Programs & Enablement – Enterprise Technology

JR-0034438

WeWork, San Francisco California United States of America

Make a life, not just a living.


WeWork is building the future of workplace experience. We provide the software platform that many of the world’s most dynamic and forward-looking organizations use to improve the interaction between employees and their workplace, through meeting room scheduling, beacon and sensor technology integrations, and space utilization analytics and insights. We drive workplace productivity, efficiency and happiness for our incredible customers worldwide.

About the Role

As Director of Customer Success Programs & Enablement, you will lead, organize, and manage projects to explore and implement changes across our business in conjunction with functional leaders. Projects include planning, reporting, goal setting, business process optimization, forecasting, pipeline management as well as other KPIs required to manage the business. This role will report into the GVP of Customer Success to play a critical role in scaling the Customer Success organization. You will develop and implement business processes that drive efficiency, scalability, and performance improvement, and you will also help build a successful and healthy CS organization: design and execute on CS structure against quarterly and annual OKRs. The role will also work directly with teams such as Sales, Product, Support, Accounting, Strategy & Operations, Legal and Deal Desk and others to ensure initiatives are prioritized within the cross-functional organizations.
 

Responsibilities

  • Be an active participant driving Go To Market (GTM) & Engineering, Product & Design (EPD) team alignment in terms of strategy /processes.

  • Develop the roadmap of systems and tools needed to support the Customer Success teams (resource planning, project management, customer health tracking, operational business metrics, etc.)

  • Drive the priorities of the CS team by identifying opportunities to increase team effectiveness operationally and financially.

  • Ensure delivery of CS enablement programs, tools and processes, while effectively communicating priorities, activities, and results to the larger organization.

  • Identify and take on strategic projects - everything from defining new opportunities to executing cross-functional initiatives and closing the gaps in business and operations.  

  • Collaborate with leadership to establish and maintain operational metrics and dashboards to communicate progress against quarterly/annual organization-wide objectives.

  • Evaluate, implement, and maintain Gainsight to facilitate customer engagement and CSM activities across the customer journey from post sales/implementation handoff through ongoing adoption.

  • Partner tightly with Sales Operations and Customer Success Business Analysts to establish and maintain a wide variety of role-based metrics and insights such as customer health indicators, renewals performance, territory and account planning, organizational performance, customer health indicators, customer lifecycle, and voice of customer feedback programs.

  • Drive quarterly and yearly planning in partnership with Customer Success leadership, FP&A and Sales team - this includes target setting, capacity planning, compensation structure, coverage modeling, and forecasting.

  • Build strong relationships with functional organizations that enable renewals and adoption (i.e Sales, Services, Sales Operations, IT, Finance).

  • Tactically setting up processes for CSMs, interacting with cross-functional teams and implementing on-boarding plans to efficiently bring new CSMs up to speed.

  • Manage a team of program management and analyst resources of various levels.

Qualifications

  • Bachelor degree, MBA is a plus.

  • 6+ years of professional experience in a SaaS/recurring revenue business, ideally within Operations or Customer Success.

  • Experience implementing and maintaining a Gainsight + Salesforce CS platform model is a must.

  • Passion for and demonstrated success understanding and fulfilling internal or external customer needs; problem-solving mindset.

  • Strong data analysis and reporting skills.

  • Strong organizational skills with the ability to multitask.

  • Superb leadership and influencing skills. Ability to motivate others, demonstrate and promote collaboration, and resolve conflict between diverse stakeholder groups.

  • Sharp business judgment, ability to see "big picture" and to prioritize.

  • Executive presence, strong verbal and written communication.

  • Ability to manage change and ambiguity with an action orientation/drive must thrive in a dynamic environment.

  • High energy, strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results.

  • Experience building and leading high-performing teams in an indirect/matrixed capacity.

  • Roughly 25% travel required to spend time in Enterprise Tech Customer Success regions.

  • High energy, go-getter with fresh ideas who seeks to raise the performance bar, is comfortable operating in a fast-paced environment, and takes initiative to get things done.

About WeWork

In just 8 years, WeWork has grown into a global community, transforming people's workplaces into beautiful, inspiring environments. And that commitment to building the best workplaces in the world extends to their own employees. WeWork is driven by their mission: Create Your Life's Work. 

And that mission is paying off. WeWork's real estate portfolio covers more than 14 million square feet; they have more than 220,000 members and 234 locations (and counting).

If you're ready to change people's lives, take a look at the wide variety of roles they're hiring for.  


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Want to learn more about WeWork? Visit WeWork's website.