Customer Success Manager

 
Full job description
Key Responsibilities

Partner Enablement and Onboarding:
Develop and deliver a comprehensive onboarding program for new partners, focusing on product knowledge, success methodologies, and support processes.
Create and maintain knowledge base and a rich library of enablement resources, including playbooks, training decks, best practice guides, dashboard walk throughs and certification programs for partners.
Conduct regular training sessions and webinars for partners on new features, success strategies, and industry trends.

Driving End-Customer Success (via Partners):
Analyze usage data and health scores across the partner's portfolio to provide them with actionable insights.
Serve as an escalation point for partners on customer issues, coordinating with internal Support, Product, and Engineering teams to ensure timely resolution.
Share best practices for value realization, ensuring partners can effectively communicate the ROI of our platform to their customers.
Stay updated on customer success methodologies and industry advancements. Identify opportunities to optimize processes and enhance the customer journey.
Work on curated reports and custom reports for client analysis. Provide regular reports and updates to stakeholders.

Internal Collaboration Advocacy:
Act as the "voice of the partner" within our organization, channelling critical feedback to the Product, Marketing, and Sales teams.
Collaborate closely with the Channel Sales team to ensure a seamless handover from pre-sales to post-sales.
Work with marketing to develop co-branded case studies, testimonials, and other assets that highlight partner and end-customer success.

Qualifications Skills

Must-Haves:
Bachelor's degree in Business, Technology, or a related field.
2-3 years of experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS company.
Proven experience working directly with US-based customers or partners. A deep understanding of US business culture and communication etiquette is essential.
Exceptional communication (written and verbal) and presentation skills in English.
Strong analytical and problem-solving skills, with the ability to use data to drive strategic decisions.
A "player-coach" mentality – able to think strategically but also roll up your sleeves to get things done.
Willingness and ability to work flexible hours to ensure significant overlap with US time zones.
Ability to use AI tools to build automations/generate productivity gains

Nice-to-Haves:
Direct experience building a partner success program or playbook from the ground up.
Experience in a partner-facing or channel management role (e.g., Partner Success, Channel Account Manager) with understanding of the dynamics of an indirect sales and support model.
Proficiency with CRM software (e.g., Zoho) and Customer Success platforms.
Experience working in a remote, globally distributed team.

What We Offer
A competitive salary and performance-based incentives.
Comprehensive health insurance for you and your family.
Flexible remote work policy and a healthy work-life balance.
A significant opportunity for professional growth and to build a critical function from the ground up.
A budget for professional development, courses, and certifications.
Attractive equity options across all levels.
Fun company retreats
Personal growth and community welfare hours.
A vibrant, inclusive, and collaborative company culture where your voice is heard and valued.

How We Work:
We use Microsoft Teams for daily communication, including standups and team meetings.
Our culture values open discussion, ownership, and a founder mindset.
We prioritize exceptional design, UI/UX, thorough documentation, detailed to-do lists, and data-driven decision-making.
Team bonding is fostered through bi-monthly townhalls, destressing sessions with a certified healer, and annual company retreats.
Wobot is an Equal Opportunity Employer. Read more