Senior Customer Success Manager

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

Grow With Us

We're looking for a Senior Customer Success Manager who can combine analytical thinking with strong customer relationships. You'll own the full customer lifecycle: from successful adoption and value realization through renewal and expansion opportunities. You should think strategically about what your customers need, use data to solve their problems, and own outcomes for your portfolio.

This is a full-time role based in Lehi with a hybrid work setup.

Day in the Life

Customer Success & Problem Solving (40%)

Become an expert in Workstream and your customers' business

Build deep understanding of how they manage hourly workforces, multi-location operations, and franchisee adoption

Own a portfolio of enterprise customers and build trusted relationships with key stakeholders

Use product usage data, customer activity, and financial signals to figure out what's working

Leverage CSM tools (Gainsight, Churn Zero, Totango, or similar) to get visibility into account health, adoption, and risk

When customers have complex challenges, identify them and work with Product, Support, and Sales to solve them

Run customer training, build content that helps them learn, and set them up to self-serve adoption where possible

Keep accurate account records and notes

Renewal & Retention (35%)

Own renewal conversations and drive renewal outcomes for your portfolio

Get ahead of at-risk accounts and develop recovery strategies based on understanding why customers churn

Use customer data and CSM tools to surface renewal timing and risk signals

Be the customer's voice internally. Push for features, process changes, and decisions that protect retention

Growth & Expansion Pipeline (15%)

Surface expansion opportunities and generate CSQLs for Sales through discovery and account analysis

Look at customer usage patterns and business fit to identify where Workstream can solve new problems

Partner with Sales to brief them on expansion readiness

Introduce customers to new features as it makes sense for their needs

Feedback & Insights (10%)

Share what you're seeing across your portfolio. Which segments stick around? What actually drives churn? What does healthy adoption look like?

Give the internal team feedback on product gaps, where training breaks down, and process improvements

Use the renewal forecast to figure out where to focus your energy and effort

Key Metrics You Will Be Measured On

Renewal rate and NRR for your portfolio

Customer retention and churn

Customer engagement and health

CSQLs generated for Sales

Product adoption and usage

Who You Are

4–6 years in Customer Success, Account Management, or similar work where you've owned customer outcomes. You've managed a portfolio, built relationships, and moved the needle. Experience closing renewals is helpful.

You're analytical and strategic. You read customer data and understand what it means. You can look at a health scorecard and know what to do. You notice patterns: which segments are resilient, what kills adoption, where expansion lives.

You're good at discovery. You ask questions that matter, listen, and actually understand what your customers are trying to accomplish. You naturally uncover renewal risk, expansion signals, and feature requests.

You can handle complexity and ambiguity. You manage enterprise customers with real nuance - multi-location operators, franchisees, corporate partners. You know when to escalate, when to fix it yourself, when to loop in Product.

You're a clear communicator. You can explain complicated concepts in simple terms to customers and internally. Your account summaries and feedback are actually useful to the team.

You're organized and detail-oriented. You keep your accounts clean, track next steps, and follow through. You're comfortable with dashboards and CSM tools.

Nice To Have

Experience with payroll, HR tech, QSR, or franchising

You've used CSM platforms like Gainsight, Totango, Churn Zero, or Intercom

You've worked at a startup or high-growth company

Background in renewals, contracts, or account management

You've managed multi-location or franchisee operations

What We Offer

A mission-driven and value-based company dedicated to empowering deskless workers and local businesses

An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career

Competitive salary and equity

Comprehensive health coverage: medical, dental, and vision. We pay 95% of your premiums for our employees and 85% for dependents

In-office amenities and stocked kitchen

401K Plan

Flexible PTO

Salary Range

In compliance with the California Pay Transparency Law, the base salary range for this role in Utah is $80,000-$105,000 + target bonus. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors, including skill set, experience, job scope, and current market data.

Know More About Workstream

https://www.workstream.us/blog/funding-series-b

https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/

https://techbuzz.news/buzzworthy-august-27-2021/

Additional Information

Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals.