Scaled Customer Success Manager

Workyard•San Francisco, CA

5d•Remote

About The Position

Workyard builds workforce management software for contractors. GPS-verified time tracking tied to cost codes and job budgets, feeding payroll, trusted by over 50,000 tradespeople. This role keeps the white-glove experience for contractors we cannot afford to call every month, by running programs that reach all of them and working the accounts that need a human. You will own retention for our mid-market and SMB customers. Larger accounts get personal coverage and renewal conversations you run yourself. Smaller ones get a program you design, with your time going to the accounts that flag as at risk. Roughly half your week is the program, half is the book.

Requirements

3+ years in customer success, renewals or account management at a B2B SaaS company, carrying a retention number
Experience with a book measured in hundreds of accounts, not dozens
You run your own reporting. Filtering, segmenting, exporting, and digging in when a number looks off
Fluency in a CS or marketing automation tool such as Intercom, HubSpot or Customer.io. You have built sequences, set audience rules and read the results
You work with AI daily. We use Claude across the business, and you should be the kind of person who reaches for it to pull apart an export, draft a campaign, or make sense of a pile of call notes
You notice when something is broken, like a campaign that stopped sending or a segment that quietly emptied, and you describe it clearly
You can run a renewal conversation with an owner who is ready to cancel
Plain communicator. Our contractors want a straight answer, not a deck

Nice To Haves

Construction, field services, or another industry where the customer is not at a desk
Basic SQL, or the appetite to pick it up
Experience with product analytics such as Amplitude

Responsibilities

Own gross revenue retention and renewal rate for your book
Run the renewal calendar so no contract reaches its date cold, and handle the renewal conversations for larger accounts yourself
Work a health score daily to find contractors who are slipping, and tell us where the score is wrong so we can tune it
Use that same score to find contractors who are thriving, and turn them into testimonials, referrals and case studies
Build and run enablement that gets contractors using features they already pay for: in-app messages, walkthroughs, webinars by trade
Generate monthly-to-annual conversion leads out of the program
Bring churn reasons and adoption blockers back to Product with the evidence attached