Our client is on a mission to redefine how companies support their employees' holistic wellbeing. Their all-in-one platform streamlines People Operations and delivers impactful workplace experiences through personalized wellness programs, engagement tools, coaching, and behavior change journeys. As they scale their product-led growth (PLG) motion, they’re looking for a Customer Success Manager (CSM) who thrives in fast-paced SaaS environments and is passionate about helping clients realize the full value of their platform from day one.
Location and Time:
Remote, Full-Time, 9 AM - 5 PM EST
Role Overview:
As a Customer Success Manager, you'll own the post-sale experience for a portfolio of SMB and mid-market clients. From onboarding and product adoption to retention and expansion, you’ll be the strategic partner ensuring customers thrive with Woliba. This role is ideal for someone who has worked in a high-growth SaaS startup (Series A or later) and is excited about building proactive, scalable customer success processes while staying hands-on with clients.
Key Objectives:
Guide new customers through onboarding to full product adoption.
Foster long-term relationships that drive engagement, retention, and growth.
Act as the voice of the customer—capturing insights that enhance our product and inform our roadmap.
Drive usage of new features through enablement, training, and support.
Responsibilities:
Onboarding & Implementation:
Lead the end-to-end onboarding process for new accounts.
Customize onboarding based on customer goals and company size.
Deliver training sessions and provide hands-on product walkthroughs.
Adoption & Engagement:
Monitor client health metrics and proactively engage to drive adoption.
Conduct regular check-ins and business reviews to track impact and ROI.
Educate clients on new features and best practices.
Retention & Expansion:
Identify upsell and cross-sell opportunities and collaborate with Sales.
Renew contracts and reduce churn by continuously delivering value.
Collaborate with Marketing to create customer stories and testimonials.
Internal Collaboration:
Partner with Product to relay client feedback and influence the roadmap.
Work with Support to resolve issues and provide a seamless client experience.
Help build CS playbooks, documentation, and scalable processes.
Requirements:
3–5 years of experience in a Customer Success or Account Management role at a B2B SaaS company (Series A or later strongly preferred).
Proven success managing a portfolio of customers and driving product adoption.
Excellent verbal, written, and presentation skills.
Highly organized with the ability to manage multiple clients and tasks.
Experience using tools like HubSpot, Intercom, Pipedrive, or similar CRM/support systems.
Passion for workplace wellbeing, HR tech, or employee experience is a plus.
KPIs & Success Metrics:
Time-to-Value (TTV): % of clients reaching onboarding milestones within 30 days.
Product Adoption: % of users actively engaging with core features.
Net Revenue Retention (NRR): Account growth through renewals and upsells.
Customer Health Score: Engagement, satisfaction, and usage indicators.
Renewal Rate: % of accounts renewed on time.
CSAT/NPS: Customer feedback and sentiment tracking.
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets
