Customer Success Manager (Commercial)

Workshop•Omaha, NE

About The Position

Workshop is looking for a Customer Success Manager (CSM) to support our Commercial customer segment: growing organizations that fall between our SMB and Mid-Market segments. These customers benefit from a mix of scalable resources and proactive, personalized support, with CSMs stepping in 1:1 at key moments based on customer needs, adoption, and risk. In this role, you’ll proactively identify and mitigate risk, drive meaningful product adoption, and ensure customers get exceptional value from Workshop through education, strategic guidance, and expanded use cases. You’ll work closely with Product, Support, and Account Management to help customers successfully use Workshop, identify opportunities to deepen adoption, and reduce friction across the customer experience. You’ll manage a defined portfolio of Commercial customers through a mix of scalable engagement and targeted 1:1 support.

Requirements

1+ years of experience in Customer Success or Account Management; SaaS experience preferred
Strong product aptitude and the ability to translate features into practical, real-world use cases
Comfort managing a portfolio of customers and balancing proactive 1:1 engagement with scalable customer outreach
A proactive, positive, and solutions-oriented mindset
High attention to detail and strong organizational skills
Clear written and verbal communication skills across internal and external audiences

Responsibilities

Own and manage a defined book of Commercial customers, driving customer success, retention, and long-term value
Support customers through a mix of scalable engagement and targeted 1:1 outreach based on customer needs, opportunities, and risk
Drive product adoption by helping customers understand and apply Workshop’s features, workflows, and capabilities
Identify and promote new and expanded use cases that increase customer value
Review customer health across your portfolio to identify adoption gaps, risks, or opportunities for deeper usage
Proactively engage customers at key moments throughout their lifecycle to drive value, strengthen relationships, and mitigate risk
Act as the voice of the customer internally by surfacing trends, feedback, and product insights to cross-functional partners
Partner with Account Managers and Sales to surface expansion and usage-driven opportunities