Customer Success Manager

WorkTango is an award-winning Employee Experience platform that helps leaders and organizations improve employee engagement, increase retention, and boost performance while reducing costs with Employee Surveys and Recognition & Rewards software.

WorkTango’s holistic platform offers two distinct, but complementary solutions.

Surveys & Insights makes it easy for organizations to measure engagement and ensure every employee feels heard through unlimited surveys across the entire employee lifecycle. Leaders gain insight into employee sentiment through robust dashboards and insights, and are empowered to drive meaningful change with recommended action plans.

Recognition & Rewards enables organizations to scale and automate manual recognition & rewards practices, track and control costs, and create a continuous culture of appreciation through company-wide recognition.

WorkTango is built for the workplace we all want to be a part of – where teams accomplish great things, achievements are celebrated, and employees have a voice.

Please Note: We are not currently considering applicants in CA, MT, VT, and Puerto Rico for this position.

Overview of the role:

We are looking for an extraordinarily motivated Customer Success Manager to join our world-class team. The CSM will act as a trusted strategic advisor who is responsible for our customers’ continued partnership with WorkTango. The CSM strives to build meaningful relationships driving adoption and business outcomes aligned with our customers’ needs and goals. Partnering with our internal teams, the CSM will deliver an exceptional experience throughout the customer journey.


The awesome stuff you’ll do in this role:

The primary responsibility of the Customer Success Manager is managing long-term strategic customer relationships to achieve customer satisfaction, cultivate customer loyalty, ensure recurring revenue and renewals.

Initiate and develop relationships with multiple individuals in the C-suite, vice president, and director levels; be able to communicate effectively with individuals at all levels.

Leverage the company's resources and capabilities in creating and fulfilling value-based solutions, to meet both the customer’s and company's current requirements and expectations as well as future potential.

Track and measure key metrics against the customer’s goals. We will look to you not only to track these metrics but also to take action to improve these metrics when needed.

Advocate for the customer. Funneling feedback, ideas, pain points, and feature requests back to the rest of the WorkTango team should become second nature. As a customer advocate, you are managing many different needs, personalities, and departments both at WorkTango and within the customer’s organization.

Engages with customer business and HR leaders to demonstrate the ROI of the platform

Understand customer needs and allocate resources to address the needs, monitoring follow through on all issues to ensure resolutions meet customer expectations.

Provide escalation support for at-risk customers, ensuring their needs are met and confidence is restored.


What you’ll need to be successful in this role:

2+ years of experience in customer success management and/or experience driving revenue at a SaaS company

Positive, self-starter attitude with a desire to exceed customer expectations and ability to work extended hours when required

Attention to detail, highly organized, with an absolute focus on the quality of work

Outstanding oral and written communication skills

Strong quantitative and analytical skills

Creative problem solving

Ability to prioritize and perform effectively under pressure

Patient and an acute listener


If you’ve reached this point in the job description and feel you’re still not sure if you should apply… Just do it! You may not have 100% of all those bullets listed above - and that's okay! We know there are no perfect applicants. If you’re feeling like you’re not going to fit in with our teams - that’s not okay. One of our company values is “Work Together, Tango Together” - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day!

When you work at WorkTango, we provide competitive benefits to make your life better both in and out of the office, which include: Health, Dental, and Vision Insurance; Open vacation policy; Flexible WFH policy; 2 weeks of all-company closure; 401k & RRSP programs; Mental Health benefits; Financial Wellness benefits; Generous Parental Leave; EAP & more!

At WorkTango, diversity and inclusion are fundamental to how we grow and operate our business. We’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. WorkTango commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, ****** orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.