Senior Customer Success Manager

Work a four-day week from anywhere for a company where people truly believe in what they’re doing! Wonderlic is focused on leading the way in fair, predictive science to create a world where everyone has their best job, and that starts with you! We leverage science to deliver evidence-based insights to empower smarter employment decisions, using simple, intuitive assessment tools, and to make sure our own team is engaged and equipped to do their best work. 

Wonderlic has always championed progressive, sustainable approaches to building a culture that allows people to do their best work while living their best lives. Here are some of the ways we do that:

• • Work from anywhere in the United States
  • Four-day (32-hour) work week
  • 21 days of PTO plus a paid company shutdown from 12/26 to 12/31
  • True work/life balance and flexible work arrangements – we work with you to meet your needs, and we continue to evolve our company-wide approaches to flexible work
  • Internet stipend
  • Competitive compensation and benefits
  • Paid parental and primary caregiver leave
  • Medical, dental, vision, FSA, and HRA
  • Short- and long-term disability, life, and AD&D insurance
  • Pet insurance
  • 401k

At Wonderlic, we combine our science-based assessment background with the best talent to innovate the way modern pre-employment screening is leveraged by the recruiting industry. We expertly combine Industrial-Organizational Psychology, psychometrics, machine learning, and artificial intelligence to ensure applicants find their best jobs. Wonderlic provides the most trusted, research-backed assessments for sophisticated HR teams looking to identify top applicants and accurately predict on-the-job performance potential.

Job Title:  Senior Customer Success Manager

Location:  Remote from anywhere within the United States 

Reports to: Senior Manager of Customer Experience

About the role: 

As a Senior Customer Success Manager (CSM), you will manage a portfolio of Wonderlic’s largest and most strategic customers with direct ownership of the customer experience. Across your portfolio, you will be responsible for influencing and consulting with your customers to achieve their talent goals by prescribing science-based practices that drive adoption of Wonderlic products and services. Wonderlic Customer Success Managers begin their partnership with our customers from day one, responsible for leading the customer journey post-sale. Our Customer Success Managers work cross-functionally with fellow team members at key customer milestones like onboarding and renewal.

As a Senior Customer Success Manager, you will: 

• Ensure your customers are achieving business value at every stage of the customer journey, post-sale
• Build strong relationships and establish yourself as a trusted advisor with key stakeholders and decision-makers across your portfolio of customers
• Build strategic success plans by identifying customer needs, challenges, key milestones, and timelines to maximize customer outcomes
• Regularly conduct customer outcome reviews with executive sponsors to align on customer business needs, goals, and context to ensure overall customer satisfaction
• Build customer advocates through providing an exceptional customer experience and delivering on customer outcomes
• Regularly identify, document, and plan for customer health and mitigate risk as needed
• Collaborate cross-functionally to support our customers in achieving their outcomes
• Share your Customer Success expertise and recommended practices across the Customer Success organization supporting our shared learning culture

Who we are looking for:

Qualifications:

• 5 years of experience as a Customer Success Manager supporting SaaS customers
• Experience in human resources, specifically talent acquisition and development, is a plus
• Possesses a solid foundation of knowledge and application of Customer Success practices based on experience managing mid-market to enterprise-level customer portfolios
• Demonstrated attainment of goals aligned to product adoption, retention, and growth
• Strong follow-through, organizational and time management skills - you understand what it means to be responsible for a customer portfolio and how to prioritize
• Integrity and confidence to work closely with, and advise, senior executives
• Ability to work both independently and collaboratively, think creatively, tackle challenges, and proactively solve problems to optimally deliver results
• Excellent verbal and written communication skills

Competencies:

• Customer relationship management
• Customer value management
• Customer focus
• Thinking strategically
• Inspiring others
• Achievement orientation
• Continuous learning

Affirmative Action Plan/Equal Employer Opportunity (AAP/EEO) Statement: Wonderlic is proud to be an equal employment opportunity/affirmative action employer. Here, diversity is valued and celebrated, and is what makes us such a successful team. Wonderlic does not discriminate in employment on the basis of race, color, religion, gender, gender identity, pregnancy status, national origin, sexual orientation, marital status, disability, genetic information, age, parental status, military/veteran status, or any other factor protected by law. 

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