Manager, (Commercial) Customer Success | New York Hybrid

Manager, (Commercial) Customer Success | New York Hybrid

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.

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.

Responsibilities

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

Required Skills & Qualifications

• 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

What Makes You Shine

• You have built before. You are comfortable starting with a blank page and turning it into something practical that a team can actually use
• You take ownership naturally and do not wait for someone else to define every next step
• You know how to balance speed with structure and can introduce scalable processes without slowing the team down
• You are an experienced coach who enjoys helping CSMs become more confident, commercial, and strategic
• You can navigate difficult customer conversations and complex escalations without losing sight of the relationship
• You naturally look for root causes instead of treating the same symptoms repeatedly
• You are comfortable challenging existing ways of working when there is a better approach
• You understand how technology and AI can improve Customer Success, while knowing that strong customer relationships still require a personal touch
• You thrive in a fast-growing environment where priorities can change and there is still plenty to build

Workwize Offers

• 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.

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