Customer Success Manager

Description Who are we? Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard working people run and grow their businesses, with an end-to-end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more - all in one place! We’re on a mission to revolutionize our industry by “automating everything but holding the wrench”, providing our users with smart, AI-powered tools that will replace time consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire. Who are you? You own a focused portfolio of up to 250 Mid-Market accounts (ARR $6,000–$15,000) with full accountability for NRR, strategic account growth, and executive relationship health. You operate as a trusted advisor to multi-location service businesses, run structured BRs, and manage your expansion pipeline end-to-end. You are measured on what you retain, what you grow, and the health of your portfolio. Responsibilities Renewals & Retention Own GRR with full accountability for all renewal outcomes Conduct ongoing account health assessments using health scores, usage data, and stakeholder sentiment Build and execute risk mitigation plans for red/yellow accounts: exec sponsor engagement, success plan revisions, escalation protocols Own all renewal conversations end-to-end; coordinate commercial terms with Finance/RevOps as needed Expansion & Upsell Carry a named expansion ARR quota; proactively identify and develop upsell opportunities in every account Drive multi-location rollouts, advanced feature tiers, integrations, and Workiz Pay adoption Build multi-threaded relationships with decision-makers and champions to advance expansion deals Manage expansion pipeline in HubSpot with accurate stage, close date, and ARR forecasting Independently close expansions and partner with cross-functional teams to help support the closing of expansion deals. Proactive Value Delivery Own the EBR cadence for your full portfolio (minimum quarterly for accounts >$15K ACV) Prepare data-driven EBR decks connecting Workiz ROI to customer business metrics (jobs completed, revenue generated, team efficiency) Build and maintain a joint Success Plan for each strategic account with agreed goals, milestones, and adoption targets Monitor leading indicators proactively: login frequency, feature usage depth, support trends, stakeholder changes, contract dates Escalate critical risk with a documented action plan within 48 hours of signal detection Build and maintain 2–3 active stakeholder relationships per account across all levels Synthesize and escalate Mid-Market customer insights to Product, Marketing, and Leadership This is a hybrid role working 3 days in office/2 days remote and is open to candidates in the Austin area only. Requirements 2+ years in Customer Success or Strategic Account Management in SaaS, focused on Mid-Market or Commercial accounts Proven track record owning NRR and GRR across a $8K–$40K+ ACV portfolio, including full renewal cycles Experience running Executive Business Reviews and presenting ROI narratives to business owners and senior leadership Demonstrated ability to identify, develop, and close expansion/upsell — including managing an expansion pipeline in CRM Proficiency in HubSpot or equivalent; skilled in pipeline management, forecasting, and health score prioritization Executive-level communicator — adapts style for frontline users and C-suite stakeholders Experience navigating complex, multi-stakeholder account environments Field service management, trades, or home services industry background is a strong plus Bachelor’s degree or equivalent experience Why Join Workiz? As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place. We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team: Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental. Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change. Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do. We focus on empowering our team members, valuing each as a long-term investment. Emphasizing the importance of ongoing growth, we are dedicated to nurturing and training individuals, enabling them to exceed expectations in both skills and responsibilities. Why You’ll Love Being a Workizer: Fuel your passion (and have a blast doing it!): You won't just use a product you believe in, you'll work alongside a team that makes every day exciting! Collaborative Excellence: We foster a culture of teamwork where exceptional achievers and quick learners can thrive. Together, we deliver impactful results. Speak your mind! At Workiz, there are no bad ideas. We thrive on diversity of thought and love to see innovation take flight. Celebrate the culture: Our team is a vibrant mix of backgrounds and experiences. Embrace the richness and learn from each other. Work-life balance: Find your perfect rhythm with our hybrid model - 3 days on-site and 2 days remote working. We take our work seriously, but we know how to let loose and celebrate our wins! Perks Fuel Your Flow: Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks. Beyond the Desk: We’re big on culture. From our monthly Book Club to catered lunches and hosted happy hours, we make space for real connection. Recharge at the Terrace: Access a premier, tenant-exclusive suite designed for more than just work. Includes a state-of-the-art fitness and yoga studio, a social lounge with a golf simulator, and quiet spaces to recharge. Compensation and Benefits Market-level compensation based on experience $85,000-$95,000 On-Target Earnings. Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 4% match on 401k contributions. Sick Leave: 5 days per year Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year Inclusivity Statement At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.