Customer Success Manager – (Remote, India)

About WorkSpan
WorkSpan is the #1 partner ecosystem management platform. That is, we help companies connect and collaborate with their business partners on a live network with cross-company business applications to build, market, and sell together. Companies can securely exchange data with trusted partners and have real-time visibility and insights. Our customers are large technology enterprises including Microsoft, SAP, Accenture, Cisco, Dell, VMware etc.
The next era of growth is being driven by business interoperability. Cloud, genAI, solutions combining services and software- more and more, companies outpace their competition not just through building superior products, but by creating stronger partnerships, paths to market, and better business models for winning together. Cloud providers, service providers, tech partners and resellers are teaming up to win more deals together through co-selling
WorkSpan is building the world’s largest, trusted co-selling network.
WorkSpan already has seven of the world’s ten largest partner ecosystems on our platform and $50B of customer pipeline under active management. AWS, Google, Microsoft, MongoDB,PagerDuty, Databricks and dozens of others trust WorkSpan to accelerate and amplify their ecosystem strategies. With a $30M series C and backing from world class investors Insight Partners, Mayfield, and M12, WorkSpan is poised to drive the future of B2B. Come be a part of it.
About the team :
The Digital Business Customer Success Manager (CSM) guides the customer from the sales process through the implementation, adoption, and value realization phases of their journey. The CSM engages with the customer to form a trusted advisor relationship based on the achievement of critical milestones and success criteria. This helps the customer grow and achieve goals while simultaneously strengthening our partnership.
The Customer Success Manager will directly report to the VP of Success and will be responsible for complementing WorkSpan’s innovations, efficiencies, and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value between WorkSpan and our customers. The success of this role results in retention, expansion opportunities within the installed base, and customer advocacy..
Join our team for the opportunity to:
Own your results and make a tangible impact on the business
Develop a deep understanding of GTM working closely with leadership across sales & marketing
Work with driven, passionate people every day
Be a part of an ambitious, supportive team on a mission
What You’ll Do:
You will engage with your assigned accounts at contract signature as the Customer Success point of contact throughout the customer lifecycle with WorkSpan.
You will work closely with the Project Delivery manager to understand the project scope and requirements, align on project timelines, understand success criteria and risks, and participate in key events during the implementation process.
Post implementation, you will become the main point of contact for your customers’ engagement with WorkSpan.
You will be responsible for driving customer adoption and success by:
Building effective success plans in collaboration with the WorkSpan Account
Executive and tracking updates and trends in our systems
Onboarding customers and partners on the WorkSpan application
Building adoption and rollout plans in collaboration with the customer
Develop a trusted advisor relationship with customer stakeholders.
Collaborate with the Sales team to deliver internal Business Review sessions and account reviews focused on retention, removing roadblocks, expansion opportunities, and Voice of Customer actions
Partner with internal WorkSpan team members (Sales, Support, Product, Marketing, and Professional Services) to align account activities with the customer’s business case and strategy.
Deliver monthly and quarterly business reviews to your assigned accounts that focus on the achievement of success criteria, roadmap updates, value realization, and voice of customers back into the WorkSpan organization.
Monitor and identify adoption and utilization trends, and provide recommendations based on risk and customers’ needs.
Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.
Successfully position and demo new features, releases, and solutions to increase the adoption of features and business criticality of WorkSpan.
Hold customers and internal teams accountable for the overall success of the program
Create raving fans and ensure all customers become WorkSpan advocates and references. Track all references and related reference activities to alleviate any contact fatigue.
CSMs are measured on retention, expansion, adoption, satisfaction, and reference targets.
What We’re Looking For:
3+ years of customer facing experience in a SaaS organization.
Excellent knowledge and experience in Alliances, Channel management, and Ecosystem space.
Strong knowledge of various partners’ business models like OEM, SIs, GSIs, and Cloud service providers is a huge plus
Willingness to be a hands-on contributor.
Excellent communication skills, including issue, tracking, triaging, and crisis management
Must be willing to work out of a home office
Experience in process improvement, change management, value realization, decision making, managing processes, planning, and analyzing information is a plus
Bachelor’s degree required or equivalent experience
What We Do and Value
WorkSpan is the first-ever Ecosystem Cloud – an online platform where companies are working together to build with, market-with, and sell with all of their ecosystem partners on a single, secure, connected network.
We’ve had incredible growth in the last couple of years with over 200 companies on the network and customers like SAP, Microsoft, Accenture, Capgemini, Cisco, Red Hat, VMware, etc…
The working atmosphere at WorkSpan is always positive and collaborative.
We share information openly and broadly because we believe the best way to empower each other is to actively build trust with transparent, honest, and free-flowing communication.
We are flexible in our opinions and always open to new ideas.
We innovate continuously, with a focus on long-term success.
WorkSpan is an equal opportunity employer. We know it takes people with different ideas, strengths, backgrounds, cultures, weaknesses, opinions, and interests to make our company succeed. We celebrate our differences and are lucky to have teammates all over the world.
Company Perks & Benefits
💰Competitive salary, equity, and performance bonus
🏖 Unlimited paid vacation
🤕 Paid sick leave
💻 Latest MacBook Pro
🏥 Health insurance
Monthly Wellness Stipend
🍼 Paid parental leave
🏡 Work from home or from our cool Bengaluru office
Our Commitment to Diversity and Inclusion:
WorkSpan ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

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