Director/VP of Customer Success

| Greater Denver Area

Are you ready to plant roots and grow with a Denver-based company that is making a name for themselves? If so, we here at Wurk want to meet you! Wurk is the cannabis industry’s first all-in-one workforce management solution. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect the people and businesses of the cannabis industry so they can focus their energies on making social change in the world in which we live. 
 

Customer Success is vital to Wurk’s long-term profitability and the health and success of our cannabis customers. This position reports to the COO and is responsible for all Customer Success activities such as on-boarding, support, services, adoption, advocacy, and retention. This position also includes responsibility for cross-functional alignment with other departments such as Marketing, Product, Sales, Account Management, Implementation, Support and Finance. 

Responsibilities: 

  • Drive Customer Success Outcomes 
    • Increase renewal rates and reduce churn 
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores 
    • Drive new business growth through greater advocacy and reference-ability 
    • Define and Optimize Customer Lifecycle 
    • Map customer journey 
    • Develop listening points in journey (e.g., usage, satisfaction, etc.) 
    • Standardize interventions for each point in journey 
    • Define segmentation of customer base and varying strategies 
    • Identify opportunities for continuous improvement 
    • Learn from best practices in industry 
    • Align with Marketing around marketing to existing clients 
    • Align with Product around driving product roadmap 
    • Align with Finance around measurement and forecasting 
    • Align with Executive Team around key metrics and objectives 
    • Drive company-wide definition of ideal customer 
    • Create company-wide customer feedback loop 
  • Manage Customer Success Activities 
    • Training 
    • Customer Success Management 
    • Renewals 
    • Advocacy 
  • Measure Effectiveness of Customer Success 
    • Define operational metrics for team 
    • Establish system for tracking metrics 
    • Create cadence for review within team 
    • Expose subset of metrics to executive team, company and board 
    • Lead World-class Customer Success Team 
    • Attract high potential individual contributors into team 
    • Create rapid onboarding process for new team members 
    • Foster collaboration within team and across customer lifecycle 
    • Encourage continuous learning within team 
    • Enhance Effectiveness and efficiency through technology 
    • Implement and manage support systems 
    • Reference and advocacy solutions 
    • Customer Success Management platform 
    • Inspire Customer Success Across Company 
    • Create company-wide culture of Customer Success 

Required Experience/Skills: 

  • 5+ years’ experience in leading customer-facing organizations 
  • Experience in HRIS solutions or Cannabis industry highly desired 
  • Ability to manage influence through persuasion, negotiation, and consensus building 
  • Ideally combined background of post-sale and sales experience 
  • Strong empathy for customers AND passion for revenue and growth 
  • Deep understanding of value drivers in recurring revenue business models 
  • Analytical and process-oriented mindset 
  • Demonstrated desire for continuous learning and improvement 
  • Enthusiastic and creative leader with the ability to inspire others 
  • Excellent communication and presentation skills 
  • Relevant Bachelor’s degree; preference for computer science or related degrees 

What’s in it for you? 

· Work with one of the most amazing tech start-ups the industry has ever seen and be a part of an incredible team that’s going places and leading industry. 

· Work in colorful Colorado near the bustling heart of Downtown Denver in the gorgeous ballpark neighborhood 

· Do you love dogs? So do we! (We’re dog-friendly!) 

· Collaborate with bright, fun, and goal-oriented teams in an open and lively environment 

· Reap the benefits of self-managed PTO, ­­­­­­­­­­­­and access to exciting industry events 

· Cell Phone Reimbursement 

· Eligibility to receive equity in Company 

· 1 Month Sabbatical after 4 years of employment 

Due to our small size and the abundance of Denver-based applicants in this 2% unemployment market (and the fact that this is a strictly on-site role), we will not be facilitating relocation and will only be contacting local talent at this time. If you live in Denver and want to work in the heart of the city, we want to meet you! 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • KronosDatabases
    • MasterTaxDatabases
    • ConfluenceManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

Ballpark is a lively area centered on Coors Field. Around the stadium, brewpubs and pizzerias mix with laid-back jazz clubs and rooftop bars.

An Insider's view of Wurk

What's something quirky about your company?

Wurk is great and quirky because we all get to learn a new industry and work with great prospects and clients while getting to know co-workers and participating in fun Wurk days like Ugly Sweater Day! Costumes are a seemingly regular requirement!

Angela

Strategic Account Executive

What does your typical day look like?

BUSY! But that is the beauty of a start-up there is so much opportunity to bring to the table.

Britta

People Operations Manager

How has your career grown since starting at the company?

They have empowered me and allowed me to support oncoming team members for success.

Lauren

Account Manager

How do you make yourself accessible to the rest of the team?

With our open office environment, it's easy to connect with the team and collaborate on projects. I encourage people to book time with me if they'd like to contribute to our marketing efforts or have questions about processes. We're fortunate to have approachable, friendly people that work hard while supporting each other.

Heather

Marketing Director

What’s the vibe like in the office?

I love it here at Wurk thanks to all the PUPPIES! While the bring your dog to work days are great, my favorite part about Wurk is the amazing, smart, hilarious, and all around awesome teammates who are always an energizing force and a good source of comic relief day in and day out.

Lisa

Implementation Consultant

What are Wurk Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month, on occasion.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications
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