Customer Success Manager - Hebrew Speaking

Responsibilities

• Own GRR with full accountability for all renewal outcomes
• Conduct ongoing account health assessments using health scores, usage data, and stakeholder sentiment
• Build and execute risk mitigation plans for red/yellow accounts: exec sponsor engagement, success plan revisions, escalation protocols
• Own all renewal conversations end-to-end; coordinate commercial terms with Finance/RevOps as needed
• Carry a named expansion ARR quota; proactively identify and develop upsell opportunities in every account
• Drive multi-location rollouts, advanced feature tiers, integrations, and Workiz Pay adoption
• Manage multi-threaded relationships with decision-makers and champions to advance expansion deals
• Manage expansion pipeline in HubSpot with accurate stage, close date, and ARR forecasting
• Independently close expansions and partner with cross-functional teams to help support the closing of expansion deals
• Own the EBR cadence for your full portfolio
• Prepare data-driven EBR decks connecting Workiz ROI to customer business metrics (jobs completed, revenue generated, team efficiency)
• Build and maintain a joint Success Plan for each strategic account with agreed goals, milestones, and adoption targets
• Maintain leading indicators proactively: login frequency, feature usage depth, support trends, stakeholder changes, contract dates
• Escalate critical risk with a documented action plan within 48 hours of signal detection
• Build and maintain 2–3 active stakeholder relationships per account across all levels
• Synthesize and escalate Mid-Market customer insights to Product, Marketing, and Leadership

Requirements

• 2+ years in Customer Success or Strategic Account Management in SaaS
• Proven track record owning NRR and GRR across a $8K–$40K+ ACV portfolio, including full renewal cycles
• Experience running Executive Business Reviews and presenting ROI narratives to business owners and senior leadership
• Demonstrated ability to identify, develop, and close expansion/upsell — including managing an expansion pipeline in CRM
• Proficiency in HubSpot or equivalent; skilled in pipeline management, forecasting, and health score prioritization
• Executive-level communicator — adapts style for frontline users and C-suite stakeholders
• Experience navigating complex, multi-stakeholder account environments
• Field service management, trades, or home services industry background is a strong plus
• Bachelor’s degree or equivalent experience