Who We Are We help hourly teams get shift done.
At When I Work, everything we do starts with a mission to help hourly teams work better together. We deliver on that mission by making hourly workforce management - scheduling, time tracking, shift trading, team messaging, and more - easy and straightforward for managers and employees alike.
The Success team at When I Work is at the core of ensuring our customers exceed their goals. When you join this team, you are joining a group of dynamic, creative, and innovative professionals who like to have fun at work while also challenging and supporting each other in a highly functional team. You will work cross-functionally throughout When I Work to ensure the voice of the customer continues to drive focus and priorities.
What You'll Do As an Customer Success Associate you'll work with our customers to help shape the future of the hourly workforce. You will join a team of Customer Success Associates that collectively supports a shared group of customers. Together, the team is responsible for delivering meaningful, valuable experiences that drive customer engagement, satisfaction, and retention. You will take charge of protecting and growing revenue by connecting the value of the When I Work platform with customers' organizational needs. Through the relationships you build, the expertise you establish, and your tenacious ability to solve problems, our customers will see When I Work as a mission-critical workforce management software for their business. In this role you will:
- Deliver seamless experience for customers through proactive, responsive, and coordinated engagement across the customer lifecycle stages.
- Conduct onboardings and deliver targeted trainings to equip admins and power users with the knowledge and tools needed for effective adoption, seamless setup, and sustained success.
- Manage the renewal process for assigned accounts, ensuring timely communication and clear articulation of When I Work's value.
- Identify and surface expansion opportunities by leveraging product usage insights and customer goals; collaborate with Account Executives to drive and close upsell motions.
- Monitor customer health using Vitally's insights, leveraging indicators and playbooks to identify risk, trigger actions, and guide strategic conversations.
- Leverage Vitally to deliver both personalized and automated outreach at critical milestones in the customer journey, fostering engagement, driving adoption, and supporting long-term success.
- Develop deep product expertise, acting as a customer advocate internally and identifying opportunities for product or process improvement.
- Advocate for customers internally, identifying feature gaps and working cross-functionally to influence product roadmap decisions that align with the business and the customer.
- Identify and communicate customer patterns and trends to help inform strategic decisions across the business.
- Support CS team initiatives by participating in projects, sharing best practices, and adapting to evolving customer needs and team goals.
Who You Are You come from a customer-centric background and are seeking a role to further develop your passion for the customer. You enjoy digging into customers' needs to deeply understand their business and empathize with their challenges and what's changing in their industry. You are skilled at connecting product functionality with customers' requirements and are not afraid to work cross-functionally to ensure your customers are heard. You care deeply about your colleagues and are constantly searching for ways to improve yourself, inspire others, and add value.
Experience and Skills Needed - Experience in a customer-facing role
- Comfortable conducting online presentations and trainings to groups
- Analytical and creative problem solver
- Results-driven and accountable
- Strong organizational and time management skills
- Confident communicator and project manager
- Passionate about showcasing software to diverse customers
- Adaptable in an evolving, fast-paced environment
- Takes ownership and follows through
- Self-motivated and proactive
What Would Be Awesome To Have - Experience managing relationships in the software or technology industry, preferably with SaaS industry experience
- Experience with CRM and Success tools like SalesForce, Hubspot, Zendesk
- Some knowledge of SQL and API Integrations
- Experience working with technology startups
- Previous sales experience is a plus
What's In It For You At When I Work, your base pay is one part of your total compensation package. Actual base pay will depend on your job-related skills, qualifications, experience, and location, and other factors. For Minnesota based roles, the base salary hiring range for this position is between $55,000-60,000. The Customer Success Associate Compensation Plan includes a $6,000 annual target bonus based on individual goals. Other benefits include:
- Professional development allowance
- Paid parental leave
- Health and dental coverage for a fraction of the cost of other employers
- Paid vacation and holidays
- Flexible work environment
- Volunteer time off
- 401(k) match
- Donation match
- Hybrid office, includes a monthly commuter stipend
- Casual dress code
- Dynamic and dedicated team
We believe actions speak louder than words. Every encounter with our people and products should be memorable and helpful. Challenges are exciting, failure is how we learn, and we all have an entrepreneurial spirit. Building an inclusive and equitable workplace isn't lip service. We invest our time and our money in organizations that are not only working to diversify the current jobscape, but also investing in the future of talent. We're motivated by a strong, innovative, and passionate work culture and we're constantly searching for ways to improve and get shift done.
Whether you're a perfect match or not, if it sounds like a good fit, we encourage you to apply. The tech industry is notorious for its lack of diverse representation, and we're aware of the research showing that historically underrepresented groups are less likely to apply to a job if they don't believe that they meet all of the criteria. Are you hesitant to submit an application because you're not sure if you check every box? Apply anyway. We would love to hear from you and figure out what you can add to the culture here at When I Work.
We'd love to talk to you. Please submit the following to apply:
- Resume (including months/years of employment for each position).
- Cover letter including:
- an overview of your existing experience
- a convincing reason why you'd like to work at When I Work.
Must already be authorized to work in the United States or Canada on a full-time basis for any employer.