[Hiring] Scaled Customer Success Manager @Workyard

Role Description

This role keeps the white-glove experience for contractors we cannot afford to call every month, by running programs that reach all of them and working the accounts that need a human.

You will own retention for our mid-market and SMB customers. Larger accounts get personal coverage and renewal conversations you run yourself. Smaller ones get a program you design, with your time going to the accounts it flags as at risk. Roughly half your week is the program, half is the book.

• Own gross revenue retention and renewal rate for your book
• Run the renewal calendar so no contract reaches its date cold, and handle the renewal conversations for larger accounts yourself
• Work a health score daily to find contractors who are slipping, and tell us where the score is wrong so we can tune it
• Use that same score to find contractors who are thriving, and turn them into testimonials, referrals and case studies
• Build and run enablement that gets contractors using features they already pay for: in-app messages, walkthroughs, webinars by trade
• Generate monthly-to-annual conversion leads out of the program
• Bring churn reasons and adoption blockers back to Product with the evidence attached

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. Filtering, segmenting, exporting, and digging in when a number looks off
• Fluency in a CS or marketing automation tool such as Intercom, HubSpot or Customer.io
• You have built sequences, set audience rules and read the results
• You work with AI daily. We use Claude across the business, and you should be the kind of person who reaches for it to pull apart an export, draft a campaign, or make sense of a pile of call notes
• You notice when something is broken, like a campaign that stopped sending or a segment that quietly emptied, and you describe it clearly
• You can run a renewal conversation with an owner who is ready to cancel
• Plain communicator. Our contractors want a straight answer, not a deck

Bonus Points

• 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

• $80,000 base with $102,000 OTE, variable tied to retention you can influence
• Fully remote anywhere in the US, with no office and no hybrid schedule
• Comprehensive benefits including 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)