Scaled Customer Success Manager
Core
Own gross revenue retention and renewal rate for mid-market and SMB customers of workforce management software, balancing a proactive program for smaller accounts with direct account management for larger ones.
Role type
Senior Customer Success Manager (Retention)
Builds
Workforce management software for contractors (GPS time tracking, payroll integration)
Domain
B2B SaaS / Construction & Field Services
Required skills
Gross revenue retention management, account management for hundreds of accounts, data analysis and reporting, marketing automation (Intercom/HubSpot/Customer.io), AI tool usage, stakeholder communication, churn analysis, product feedback synthesis
Preferred skills
Construction or field services industry experience, SQL, product analytics (Amplitude)
Responsibilities
Manage renewal calendar and conduct renewal conversations for larger accounts, monitor health scores to identify at-risk and thriving customers, design and run enablement programs for feature adoption, generate conversion leads, report churn reasons and adoption blockers to Product
Seniority
Senior, hands-on IC