Scaled Customer Success Manager

The role

You will own retention for mid-market and SMB customers. You will run programs to reach all customers and handle renewal conversations for larger accounts.

What you will do

• Own gross revenue retention and renewal rate for your book
• Run the renewal calendar and handle renewal conversations for larger accounts
• Work a health score daily to find contractors who are slipping
• Use health scores to find contractors to turn into testimonials, referrals and case studies
• Build and run enablement like in-app messages, walkthroughs, and webinars
• Generate monthly-to-annual conversion leads out of the program
• Bring churn reasons and adoption blockers back to Product

Required qualifications

• 3+ years in customer success, renewals or account management at a B2B SaaS company, carrying a retention number
• Experience with a book measured in hundreds of accounts, not dozens
• You run your own reporting
• Fluency in a CS or marketing automation tool such as Intercom, HubSpot or Customer.io
• You work with AI daily
• You notice when something is broken and describe it clearly
• You can run a renewal conversation with an owner who is ready to cancel
• Plain communicator

Nice to have

• Construction, field services, or another industry where the customer is not at a desk
• Basic SQL, or the appetite to pick it up
• Experience with product analytics such as Amplitude

Benefits

• Aetna medical, dental, and vision coverage
• Flexible Spending Accounts (FSA)
• Teladoc virtual care
• One Medical membership
• Kindbody family-building support
• Employee Assistance Program
• 401(k) retirement plan through Empower
• Pre-tax commuter benefits (for those based in our San Francisco office)

About the company

Workyard builds workforce management software for contractors. It provides GPS-verified time tracking tied to cost codes and job budgets.