WeWork is hiring a

Customer Success Manager

New York, United States

Customer Success Manager

Description

The Customer Success Manager will own a book of business of WeWork clients, made up of medium, large, and Enterprise companies that have a moderate to significant presence across the WeWork portfolio. Customer Success Managers will be responsible for optimizing client outcomes and ensuring a world-class customer experience across their portfolio of accounts, in order to advance the strategic partnership between the client and WeWork and enable the long-term retention and growth of these key accounts.

The Customer Success Manager will report to the Team Manager, Customer Success for the Growth account segment.

The primary functions of the Customer Success Manager will include (but are not limited to):

Own the optimization of all client outcomes across their WeWork portfolio:

Map location-specific use cases, requirements, success metrics to the client’s key business objectives.

Consult key decision-makers by analyzing various data sources in order to provide recommendations on how to optimize their portfolio.

Project manage end-to-end client experience by partnering cross-functionally, overseeing global resourcing and space outcomes.

Liaise with all account-related stakeholders as the single point-of-contact for all issue escalations, questions, and client standards.

Collaborate cross-functionally (Sales, Real Estate Advisory, Community, Enterprise Services, Billing, Legal, Operations) in order to eliminate roadblocks and create a clear pathway for long-term growth

Advocate internally for client needs as the account expert, always representing the point of views of the decision-makers and the end-users.

Establish and maintain proactive communication with key stakeholders through strategic follow-ups, monthly reporting, and quarterly business reviews.

Build trust, rapport, and credibility with key client stakeholders in order to expand client engagement and drive long-term growth

Provide guidance for external stakeholders throughout the customer journey, ensuring all critical decision points, check-ins, and milestones are successfully completed.

Maintain strong attention to detail, ensuring timely resolutions and tracking for account protocols. 

Drive retention and account net promoter score by providing oversight and optimization for location-level satisfaction and feedback.

Provide oversight and diligence for any location-level member feedback, escalating when necessary.

Create and project manage account remediation plans for any at-risk or low satisfaction accounts.

Identify and create proactive recommendations for clients to improve their account experience.

Find creative solutions and act as the owner to every client concern and question. 

 

Experience

  • 5+ years of client-facing experience in a B2B environment

  • 3+ years of customer success or account management experience

  • 2+ years working with medium to enterprise clients

  • Demonstrated proficiency in building strong client relationships across accounts and multiple stakeholders, including executive-level leaders

  • Space as a Service and/or Real Estate knowledge/experience a plus

Competencies

  • Ability to establish credibility with decision-makers & influencers at all levels from all relevant departments

  • Confidently provide consultative and data-based expertise and recommendations

  • Strong collaborator with proven ability to work well cross-functionally

  • Analytical mindset with ability to create value-focused stories through customer data

  • Excellent written, oral, and in-person communication skills

  • Experience with Salesforce and other CRM tools

  • Strong project manager with bias to action and carry-through execution ability

  • Highly flexible and adaptable; thrives amidst change and growth

  • Highly organized and detail-oriented; ensures diligence across all tasks

  • Very high social and emotional intelligence; professional and polished

  • Exhibits integrity, humility, dependability, responsibility, accountability, self-awareness, work ethic, and empathy