Senior Customer Success Manager

Grow With Us

We are seeking a Customer Success Manager to join our growing Customer Success team. This is an opportunity to work directly with customers and play a critical role in helping them get the most value from Workstream.

You will own client relationships after onboarding, helping customers successfully adopt Workstream, solve challenges, and identify opportunities to expand their use of the platform. The ideal candidate is empathetic, highly organized, tech-savvy, and able to explain concepts clearly and concisely through both written communication and video calls.

You will partner closely with Sales, Product, Engineering, and other cross-functional teams to ensure our customers are successful. You will be measured on customer health and success through metrics including product usage, retention, Net Revenue Retention, and churn.

This is a full-time role based in Lehi with a hybrid office/WFH schedule.

Day in the Life

Customer Retention & Success (60%)

• Become an expert in Workstream and help customers understand and get the most value from the platform.
• Manage a portfolio of SMB customers and build strong, trusted relationships with key stakeholders.
• Monitor customer activity and product usage to proactively identify accounts that are high-priority, at-risk, or have opportunities for increased adoption.
• Translate customer data and product usage into clear actions and follow-up plans.
• Conduct customer training and develop training materials, guides, and processes to help users successfully adopt Workstream.
• Create customer-facing content, including webinars, videos, check-in materials, documentation, email templates, and other resources that make complex concepts easy to understand.
• Maintain accurate customer notes, activity, next steps, and account information in our systems.
• Communicate product updates, new features, and best practices to customers.
• Coordinate internal resources to drive feature adoption and resolve customer challenges.
• Gather and communicate customer feedback to the Product team to help improve the Workstream experience.
• Partner cross-functionally with Sales, Product, Marketing, and Engineering to support customer needs.
• Escalate issues appropriately and use sound judgment to distinguish between user error, training opportunities, product bugs, and feature requests.
• Develop strong commercial relationships with customers to increase Workstream utilization and the value they receive from the platform.

Growth (30%)

• Use customer data and insights from client interactions to identify opportunities for account growth.
• Partner closely with the Sales team when customers have opportunities to expand their use of Workstream.
• Introduce customers to relevant features, products, and newly released functionality.
• Help customers identify additional ways Workstream can support their business and teams.
• Generate qualified Customer Success opportunities based on customer needs, product usage, and engagement.

Customer Success Operations (10%)

• Partner with the Head of Customer Success on process improvement projects designed to improve team efficiency, customer satisfaction, and core CS KPIs.
• Help develop and maintain a Customer Success playbook covering the customer lifecycle, key activities, reporting, and risk-mitigation strategies.
• Identify opportunities to improve customer workflows, internal processes, and the overall customer experience.
• Contribute to documentation and knowledge management across the Customer Success organization.

Key Metrics You Will Be Measured On

• Monthly and Quarterly Net Revenue Retention
• Customer Retention
• Logo Churn
• Customer Success Qualified Leads (CSQLs)
• Customer Engagement and Outreach
• Product Adoption and Usage

Working at Workstream

• We operate with urgency, ownership, and a growth mindset.
• This is not a traditional 9-to-5 role—we value accountability, flexibility, and getting results.
• If you thrive in high-growth environments and are passionate about building from scratch, we’d love to connect.
• You should be comfortable working occasional evenings as needed to collaborate with our APAC team.

Who You Are

• 1–3 years of relevant experience in Customer Success, Onboarding, Implementations, Account Management, or a related customer-facing role.
• At least 1 year of experience working with SMB customers.
• Experience using customer data, product usage, or account activity to identify high-priority, at-risk, or growth opportunities.
• Empathetic and customer-focused, with the ability to build trusted customer relationships.
• Strong verbal and written communication skills, with the ability to explain complex concepts clearly and concisely.
• Hungry, curious, quick to learn, and even quicker to execute.
• Highly organized and detail-oriented, with strong follow-through and documentation habits.
• Comfortable working in a fast-paced, high-growth startup environment where processes are still being built and improved.
• Tech-savvy and comfortable learning new software, tools, and platforms.
• Able to collaborate effectively across Sales, Product, Marketing, Engineering, and Customer Success.
• Interested in building a long-term career with a Silicon Valley-based technology startup.

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 $100,000-$105,000. 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.