The WFS Group

Customer Success Manager

• Own HubSpot configuration, optimization, and maintenance across all client accounts
• Lead CRM setup for new accounts, including integrations with dialers, schedulers, and reporting tools
• Build and maintain CRM documentation (playbooks, SOPs, workflows) for org-wide consistency
• Collaborate with the data team to align CRM with external data pipelines and dashboards
• Enforce auditing, data quality standards, and pipeline discipline while overseeing CRM auditing team
• Partner with leadership and RevOps to support forecasting and growth initiatives
• Continuously streamline workflows and improve user experience
• Act as internal escalation point and subject matter expert for HubSpot best practices
• Lead CRM onboarding for new hires and accounts to ensure smooth adoption
• Track and deliver on CRM initiatives tied to quarterly operational targets
• Oversee entire CRM lifecycle from design and documentation to onboarding, optimization, and governance

Head of CRM Services