Scaled Customer Success Manager

Summary

Workyard builds workforce management software for contractors, including GPS-verified time tracking tied to cost codes and job budgets. The Scaled Customer Success Manager will own retention for mid-market and SMB customers by managing renewals, running scalable customer success programs, identifying at-risk and thriving accounts, driving feature adoption, and feeding churn insights back to Product.

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

Skills

• • 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
• • 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

Qualifications

Must Haves

• • 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

Benefits

• Fully remote anywhere in the US, with no office and no hybrid schedule.
• Full benefits.
• Aetna medical, dental, and vision coverage
• Flexible Spending Accounts (FSA)
• Teladoc virtual care
• One Medical membership
• Kindbody family-building support
• An Employee Assistance Program
• 401(k) retirement plan through Empower
• Pre-tax commuter benefits for those based in our San Francisco office