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://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.