Senior Customer Success Manager at Workstream

Lehi, UtahFull-timeCustomer Success ManagementPosted 20 days ago

About the Role

<div class="content-intro">Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive. Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.</div>Grow With Us We're looking for a Senior Customer Success Manager who can combine analytical thinking with strong customer relationships. You'll own the full customer lifecycle: from successful adoption and value realization through renewal and expansion opportunities. You should think strategically about what your customers need, use data to solve their problems, and own outcomes for your portfolio.  This is a full-time role based in Lehi with a hybrid work setup. Day in the Life <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Customer Success & Problem Solving (40%) <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Become an expert in Workstream and your customers' business</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Build deep understanding of how they manage hourly workforces, multi-location operations, and franchisee adoption</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Own a portfolio of enterprise customers and build trusted relationships with key stakeholders</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Use product usage data, customer activity, and financial signals to figure out what's working</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Leverage CSM tools (Gainsight, Churn Zero, Totango, or similar) to get visibility into account health, adoption, and risk</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">When customers have complex challenges, identify them and work with Product, Support, and Sales to solve them</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Run customer training, build content that helps them learn, and set them up to self-serve adoption where possible</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Keep accurate account records and notes</li> </ul> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Renewal & Retention (35%) <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Own renewal conversations and drive renewal outcomes for your portfolio</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Get ahead of at-risk accounts and develop recovery strategies based on understanding why customers churn</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Use customer data and CSM tools to surface renewal timing and risk signals</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Be the customer's voice internally. Push for features, process changes, and decisions that protect retention</li> </ul> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Growth & Expansion Pipeline (15%) <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Surface expansion opportunities and generate CSQLs for Sales through discovery and account analysis</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Look at customer usage patterns and business fit to identify where Workstream can solve new problems</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Partner with Sales to brief them on expansion readiness</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Introduce customers to new features as it makes sense for their needs</li> </ul> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Feedback & Insights (10%) <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Share what you're seeing across your portfolio. Which segments stick around? What actually drives churn? What does healthy adoption look like?</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Give the internal team feedback on product gaps, where training breaks down, and process improvements</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Use the renewal forecast to figure out where to focus your energy and effort</li> </ul> </li> </ul> Key Metrics You Will Be Measured On <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Renewal rate and NRR for your portfolio</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Customer retention and churn</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Customer engagement and health</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">CSQLs generated for Sales</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Product adoption and usage</li> </ul> Who You Are <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">4–6 years in Customer Success, Account Management, or similar work where you've owned customer outcomes. You've managed a portfolio, built relationships, and moved the needle. Experience closing renewals is helpful.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You're analytical and strategic. You read customer data and understand what it means. You can look at a health scorecard and know what to do. You notice patterns: which segments are resilient, what kills adoption, where expansion lives.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You're good at discovery. You ask questions that matter, listen, and actually understand what your customers are trying to accomplish. You naturally uncover renewal risk, expansion signals, and feature requests.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You can handle complexity and ambiguity. You manage enterprise customers with real nuance - multi-location operators, franchisees, corporate partners. You know when to escalate, when to fix it yourself, when to loop in Product.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You're a clear communicator. You can explain complicated concepts in simple terms to customers and internally. Your account summaries and feedback are actually useful to the team.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You're organized and detail-oriented. You keep your accounts clean, track next steps, and follow through. You're comfortable with dashboards and CSM tools.</li> </ul> Nice To Have <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience with payroll, HR tech, QSR, or franchising</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You've used CSM platforms like Gainsight, Totango, Churn Zero, or Intercom</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You've worked at a startup or high-growth company</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Background in renewals, contracts, or account management</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You've managed multi-location or franchisee operations</li> </ul> What We Offer <ul> <li style="font-weight: 400; font-family: arial, helvetica, sans-serif; font-size: 10pt;">A mission-driven and value-based company dedicated to empowering deskless workers and local businesses</li> <li style="font-weight: 400; font-family: arial, helvetica, sans-serif; font-size: 10pt;">An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career</li> <li style="font-weight: 400; font-family: arial, helvetica, sans-serif; font-size: 10pt;">Competitive salary and equity</li> <li style="font-weight: 400; font-family: arial, helvetica, sans-serif; font-size: 10pt;">Comprehensive health coverage: medical, dental, and vision. We pay 95% of your premiums for our employees and 85% for dependents</li> <li style="font-weight: 400; font-family: arial, helvetica, sans-serif; font-size: 10pt;">In-office amenities and stocked kitchen</li> <li style="font-weight: 400; font-family: arial, helvetica, sans-serif; font-size: 10pt;">401K Plan</li> <li style="font-weight: 400; font-family: arial, helvetica, sans-serif; font-size: 10pt;">Flexible PTO </li> </ul> Salary Range In compliance with the California Pay Transparency Law, the base salary range for this role in Utah is $80,000-$105,000 + target bonus. When determining a candidate’s compensation, we consider a number of factors, including skill set, experience, job scope, and current market data.<div class="content-conclusion">Know More About Workstream <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><a href="https://www.workstream.us/blog/funding-series-b">https://www.workstream.us/blog/funding-series-b</a></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><a href="https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/">https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/</a></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><a href="https://techbuzz.news/buzzworthy-august-27-2021/">https://techbuzz.news/buzzworthy-august-27-2021/</a></li> </ul> Additional Information  Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  We are committed to the full inclusion of all qualified individuals.</div>

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