Are you an experienced Customer Success professional looking for a challenging opportunity to join a fast-paced company that values professional growth and values your input? Look no further! Workiz, a dynamic and rapidly growing organization, is seeking a Customer Success Manager to join our team. With a start-up mentality and limitless potential, Workiz offers a supportive and driven work environment where you can excel while having fun.

Responsibilities

• Develop and maintain strong relationships with a portfolio of Enterprise customers, serving as their trusted advisor and main point of contact.
• Responsible for managing and cultivating long-term relationships with large, complex enterprise clients, ensuring their successful adoption and ongoing value realization of Workiz offerings by proactively addressing their needs, driving high customer satisfaction, and maximizing renewal and expansion opportunities within the account.
• Negotiate commercial agreements with customers.
• Act as the primary point of contact for clients initiating cancellation requests, ensuring they receive personalized attention.
• Conduct in-depth discovery calls to uncover the root causes of dissatisfaction and propose tailored solutions to address these issues.
• Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, and mitigate risk, and create customer advocacy.
• Set and drive clear upsell/cross-sell targets and goals with your accounts and Account Executive counterparts.
• Own product adoption, grow key relationships and drive engagement with key stakeholders in all your accounts.
• Act as a trusted advisor and strategic partner to key decision-makers within the organization.
• Understand and align with customers' business objectives, providing guidance on how Workiz can best support their goals.
• Collaborate with cross-functional teams, including Onboarding, Product, and Support, to address customer needs, resolve issues, and drive customer satisfaction.
• Serve as an escalation point for customer issues and concerns, providing timely and effective resolution while maintaining a high level of customer satisfaction.
• Stay up-to-date with industry trends, best practices, and competitor activities to provide valuable insights and recommendations to customers.
• Analyze customer usage patterns and behaviors to identify at-risk accounts and develop targeted retention plans to mitigate churn.
• This role requires a high degree of flexibility, supporting multiple teams and functions as needed. It demands adaptability, cross-functional collaboration, and the ability to pivot between responsibilities to meet evolving business needs.

This is a hybrid role working 3 days in office/2 days remote and is open to candidates in the Austin area only.

• 3+ years of Customer Success or Account Management experience, preferably in a SaaS environment.
• Demonstrate ability to leverage strong business acumen to understand customer needs and creatively develop solutions that align with their strategic goals, and drive their success.
• Strong experience and proficiency in working with Customer Relationship Management (CRM) software, preferably HubSpot.
• Exceptional multitasking abilities, time management skills, and effective communication (both verbal and written).
• Demonstrated success in building rapport with customers across different levels, primarily through email and phone interactions.
• Strong work ethic and adaptability to thrive in rapidly changing environments.

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team:

Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.

Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.

Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do.

We focus on empowering our team members, valuing each as a long-term investment. Emphasizing the importance of ongoing growth, we are dedicated to nurturing and training individuals, enabling them to exceed expectations in both skills and responsibilities.

Why You’ll Love Being a Workizer:

• Fuel your passion (and have a blast doing it!): You won't just use a product you believe in, you'll work alongside a team that makes every day exciting!
• Collaborative Excellence: We foster a culture of teamwork where exceptional achievers and quick learners can thrive. Together, we deliver impactful results.
• Speak your mind! At Workiz, there are no bad ideas. We thrive on diversity of thought and love to see innovation take flight.
• Celebrate the culture: Our team is a vibrant mix of backgrounds and experiences. Embrace the richness and learn from each other.
• Work-life balance: Find your perfect rhythm with our hybrid model - 3 days on-site and 2 days remote working.
• We take our work seriously, but we know how to let loose and celebrate our wins!

Perks

• Fuel Up & Unwind: We keep our kitchen stocked with top-notch coffee and a variety of snacks to energize your day.
• Four-Legged Friends Welcome: Bring your furry co-pilot to work and join our pack of friendly pups.
• Bonding Beyond Desks: We believe in building strong teams, both inside and outside the office with our office book club, catered lunches and office happy hours.
• Unleash Your Inner Gamer: Take a break and recharge in our game room, featuring a stocked fridge, a pool table, a dartboard, mini putting green, and gaming systems.

Compensation and Benefits

Market-level compensation based on experience $85,000-$100,000 On-Target Earnings.

Workiz provides a comprehensive benefits package, featuring employee stock options, Medical, Dental, and Vision coverage options, and up to a 4% match on 401k contributions.

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.