Senior Customer Success Manager

About the role

Workstream is a mission‑driven company building the all‑in‑one HR, payroll, and hiring platform for managing the hourly workforce. With 2.7 billion hourly workers making up 80% of the global workforce, this market has been heavily underserved by technology. Workstream was purpose‑built for the hourly workforce from day one so that businesses and their employees can thrive. Customers include leading brands such as Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high‑growth Series B company backed by Founders Fund, BOND, and Coatue, and we are rapidly expanding our product portfolio.

Responsibilities

• 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 determine what’s working.
• Leverage CSM tools (Gainsight, Churn Zero, Totango, or similar) to gain visibility into account health, adoption, and risk.
• When customers face complex challenges, identify them and work with Product, Support, and Sales to solve them.
• Run customer training, build educational content, and enable self‑serve adoption where possible.
• Keep accurate account records and notes.
• 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.
• Surface expansion opportunities and generate CSQLs for Sales through discovery and account analysis.
• Analyze 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 when it makes sense for their needs.
• Share insights across your portfolio: which segments stick around, what drives churn, what healthy adoption looks like.
• Provide internal feedback on product gaps, training breakdowns, and process improvements.
• Use the renewal forecast to prioritize focus and effort.

Requirements

• 4–6 years of experience in Customer Success, Account Management, or a similar role where you owned customer outcomes.
• Experience managing a portfolio, building relationships, and moving the needle on key metrics.
• Experience closing renewals is helpful.
• Analytical and strategic mindset: ability to read customer data, interpret health scorecards, and identify patterns in resilience, adoption barriers, and expansion opportunities.
• Strong discovery skills: asking meaningful questions, listening deeply, and uncovering renewal risk, expansion signals, and feature requests.
• Comfort handling complexity and ambiguity with enterprise customers (multi‑location operators, franchisees, corporate partners).
• Clear communicator: able to explain complicated concepts simply to customers and internal teams.
• Organized and detail‑oriented: keeping accounts clean, tracking next steps, and following through.
• Familiarity with dashboards and CSM platforms.

Qualifications

• Experience with payroll, HR tech, QSR, or franchising is a plus.
• Prior use of CSM platforms such as Gainsight, Totango, Churn Zero, or Intercom.
• Background working at a startup or high‑growth company.
• Experience in renewals, contracts, or account management.
• Experience managing multi‑location or franchisee operations.

Skills

• Analytical thinking and data‑driven decision making.
• Strategic planning and problem solving.
• Effective discovery and questioning techniques.
• Ability to manage complexity and ambiguity.
• Clear and concise communication.
• Strong organization and attention to detail.
• Proficiency with CSM tools (Gainsight, Totango, Churn Zero, etc.) and dashboards.

Benefits

• Mission‑driven, value‑based company dedicated to empowering deskless workers and local businesses.
• Early employee opportunity at a Series B hyper‑growth startup; work with the founding team and industry veterans.
• Competitive salary and equity.
• Comprehensive health coverage: medical, dental, and vision (company pays 95% of premiums for employees and 85% for dependents).
• In‑office amenities and stocked kitchen.
• 401(k) plan.
• Flexible PTO.

Pay

In compliance with the California Pay Transparency Law, the base salary range for this role in Utah is $80,000–$105,000 + target bonus (discretionary bonus and equity not included).

Schedule

Full‑time role based in Lehi with a hybrid work setup.