# Senior Customer Success Manager

**Company**: Workstream
**Location**: Lehi, Utah
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $80,000-$105,000 + target bonus
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/workstream/jobs/6199630004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9fef37cd-f84

## Description

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce.

We are looking for a Senior Customer Success Manager who can combine analytical thinking with strong customer relationships. You will own the full customer lifecycle: from successful adoption and value realization through renewal and expansion opportunities.

**Day in the Life**

- Customer Success & Problem Solving (40%)

- Become an expert in Workstream and your customers' business

- Build deep understanding of how they manage hourly workforces, multi-location operations, and franchisee adoption

- Own a portfolio of enterprise customers and build trusted relationships with key stakeholders

- Use product usage data, customer activity, and financial signals to figure out what's working

- Leverage CSM tools to get visibility into account health, adoption, and risk

- Identify complex challenges and work with Product, Support, and Sales to solve them

- Run customer training, build content that helps them learn, and set them up to self-serve adoption where possible

- Keep accurate account records and notes

- Renewal & Retention (35%)

- Own renewal conversations and drive renewal outcomes for your portfolio

- Get ahead of at-risk accounts and develop recovery strategies

- Use customer data and CSM tools to surface renewal timing and risk signals

- Be the customer's voice internally, pushing for features, process changes, and decisions that protect retention

- Growth & Expansion Pipeline (15%)

- Surface expansion opportunities and generate CSQLs for Sales through discovery and account analysis

- Look at customer usage patterns and business fit to identify where Workstream can solve new problems

- Partner with Sales to brief them on expansion readiness

- Introduce customers to new features as it makes sense for their needs

- Feedback & Insights (10%)

- Share insights across your portfolio, identifying segments that stick around, drivers of churn, and healthy adoption

- Give the internal team feedback on product gaps, training breakdowns, and process improvements

- Use the renewal forecast to focus your energy and effort

**Key Metrics You Will Be Measured On**

- Renewal rate and NRR for your portfolio

- Customer retention and churn

- Customer engagement and health

- CSQLs generated for Sales

- Product adoption and usage

**Who You Are**

- 4–6 years in Customer Success, Account Management, or similar work where you've owned customer outcomes

- Analytical and strategic, able to read customer data and understand what it means

- Good at discovery, asking questions that matter, listening, and understanding customer goals

- Able to handle complexity and ambiguity, managing enterprise customers with nuance

- Clear communicator, explaining complicated concepts in simple terms

- Organized and detail-oriented, keeping accounts clean and tracking next steps

**Nice To Have**

- Experience with payroll, HR tech, QSR, or franchising

- Familiarity with CSM platforms like Gainsight, Totango, Churn Zero, or Intercom

- Background in renewals, contracts, or account management

- Experience managing multi-location or franchisee operations

**What We Offer**

- Mission-driven and value-based company dedicated to empowering deskless workers and local businesses

- Early employee opportunity at a Series B hyper-growth startup

- Competitive salary and equity

- Comprehensive health coverage

- In-office amenities and stocked kitchen

- 401K Plan

- Flexible PTO

## Skills

### Required
- Analytical thinking
- Strategic thinking
- Customer relationships
- CSM tools
- Problem-solving
- Communication
- Organization

### Nice to have
- Payroll
- HR tech
- QSR
- Franchising
- Gainsight
- Totango
- Churn Zero
- Intercom

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/workstream/jobs/6199630004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)