CSM, Mid-Market

Workiz • Austin, TX

5d • $75,000 - $95,000 • Hybrid

About The Position

Who are we? Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard working people run and grow their businesses, with an end-to-end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more - all in one place! We’re on a mission to revolutionize our industry by “automating everything but holding the wrench”, providing our users with smart, AI-powered tools that will replace time consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire. Who are you? You own a focused portfolio of up to 250 Mid-Market accounts (ARR $6,000–$15,000) with full accountability for NRR, strategic account growth, and executive relationship health. You operate as a trusted advisor to multi-location service businesses, run structured BRs, and manage your expansion pipeline end-to-end. You are measured on what you retain, what you grow, and the health of your portfolio.

Requirements

• 3–5 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

• Renewals & Retention 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
• Expansion & Upsell 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
• Close expansion independently or in partnership with Mid-Market AEs on larger deals
• Proactive Value Delivery 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

• Market-level compensation based on experience $75,000–$95,000 OTE.
• Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 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
• Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees