Scaled Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Workyard

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏗️ Construction

📦 Logistics

☁️ SaaS

💰 $6.9M Venture Round on 2020-01

Construction • Logistics • SaaS

Workyard is a company providing workforce management software designed specifically for construction, home services, and property maintenance industries. This software offers features such as GPS time tracking, job scheduling, job tracking, job costing, labor compliance, and integration with existing systems. Workyard aims to enhance productivity, improve accuracy in payroll and billing, and reduce administrative burdens for businesses with distributed workforces. With its intuitive design, reporting capabilities, and support services, Workyard helps organizations manage their field operations effectively and efficiently.

📋 Description

• Own gross revenue retention and renewal rate for the customer book • Run the renewal calendar and ensure contracts reach renewal dates with active engagement • Handle renewal conversations for larger accounts • Monitor health scores daily to identify at-risk contractors and improve score accuracy • Identify thriving contractors and turn them into testimonials, referrals, and case studies • Build and run enablement programs, including in-app messages, walkthroughs, and trade-specific webinars • Generate monthly-to-annual conversion leads from the program • Bring churn reasons and adoption blockers to Product with supporting evidence • Split time approximately evenly between the scaled retention program and the customer book

🎯 Requirements

• 3+ years in customer success, renewals, or account management at a B2B SaaS company, carrying a retention number • Experience managing a book measured in hundreds of accounts • Ability to run reporting, including filtering, segmenting, exporting, and investigating anomalies • Fluency with a CS or marketing automation tool such as Intercom, HubSpot, or Customer.io • Experience building sequences, setting audience rules, and interpreting results • Daily use of AI tools; Claude is used across the business • Ability to identify broken campaigns or segments and describe issues clearly • Ability to run renewal conversations with owners ready to cancel • Plain communication style • Construction, field services, or another non-desk industry experience is a bonus • Basic SQL or willingness to learn it is a bonus • Experience with product analytics such as Amplitude is a bonus

🏖️ Benefits

• Comprehensive 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 the San Francisco office • Fully remote work • Variable compensation tied to retention you can influence