Lead, (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.

LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands!

About the Role

At

Workwize

, we’re on the hunt for a CSM 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

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