CSM, Mid-Market
About The Position
Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. They provide an end-to-end solution that enables businesses to schedule jobs, dispatch, invoice, track performance, and get paid in the field. Workiz aims to revolutionize the industry by automating tasks with smart, AI-powered tools to generate more revenue and provide peace of mind for users, allowing them to focus on growing their businesses. The ideal candidate will manage a focused portfolio of up to 250 Mid-Market accounts (ARR $6,000–$15,000), with full accountability for Net Revenue Retention (NRR), strategic account growth, and executive relationship health. This role involves acting as a trusted advisor to multi-location service businesses, conducting structured business reviews (BRs), and managing the expansion pipeline end-to-end. Performance is measured on retention, growth, and portfolio health.
Requirements
- 2+ years in Customer Success or Strategic Account Management in SaaS, focused on Mid-Market or Commercial accounts
- Proven track record owning NRR and GRR across a $8K–$40K+ ACV portfolio, including full renewal cycles
- Experience running Executive Business Reviews and presenting ROI narratives to business owners and senior leadership
- Demonstrated ability to identify, develop, and close expansion/upsell — including managing an expansion pipeline in CRM
- Proficiency in HubSpot or equivalent; skilled in pipeline management, forecasting, and health score prioritization
- Executive-level communicator — adapts style for frontline users and C-suite stakeholders
- Experience navigating complex, multi-stakeholder account environments
- Bachelor’s degree or equivalent experience
Nice To Haves
- Field service management, trades, or home services industry background is a strong plus
Responsibilities
- Own GRR with full accountability for all renewal outcomes
- Conduct ongoing account health assessments using health scores, usage data, and stakeholder sentiment
- Build and execute risk mitigation plans for red/yellow accounts: exec sponsor engagement, success plan revisions, escalation protocols
- Own all renewal conversations end-to-end; coordinate commercial terms with Finance/RevOps as needed
- Carry a named expansion ARR quota; proactively identify and develop upsell opportunities in every account
- Drive multi-location rollouts, advanced feature tiers, integrations, and Workiz Pay adoption
- Build multi-threaded relationships with decision-makers and champions to advance expansion deals
- Manage expansion pipeline in HubSpot with accurate stage, close date, and ARR forecasting
- Independently close expansions and partner with cross-functional teams to help support the closing of expansion deals.
- Own the EBR cadence for your full portfolio (minimum quarterly for accounts >$15K ACV)
- Prepare data-driven EBR decks connecting Workiz ROI to customer business metrics (jobs completed, revenue generated, team efficiency)
- Build and maintain a joint Success Plan for each strategic account with agreed goals, milestones, and adoption targets
- Monitor leading indicators proactively: login frequency, feature usage depth, support trends, stakeholder changes, contract dates
- Escalate critical risk with a documented action plan within 48 hours of signal detection
- Build and maintain 2–3 active stakeholder relationships per account across all levels
- Synthesize and escalate Mid-Market customer insights to Product, Marketing, and Leadership
Benefits
- Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.
- Monthly Book Club
- Catered lunches
- Hosted happy hours
- Access a premier, tenant-exclusive suite designed for more than just work. Includes a state-of-the-art fitness and yoga studio, a social lounge with a golf simulator, and quiet spaces to recharge.
- Comprehensive benefits package
- Employee stock options
- Up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage
- 4% match on 401k contributions
- Sick Leave: 5 days per year
- Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
