Note: The job is a remote job and is open to candidates in USA. Workyard builds workforce management software for contractors, including GPS-verified time tracking tied to cost codes and job budgets. The Scaled Customer Success Manager will own retention for mid-market and SMB customers by managing renewals, running scalable customer success programs, identifying at-risk and thriving accounts, driving feature adoption, and feeding churn insights back to Product.
Responsibilities
- Own gross revenue retention and renewal rate for your book
- Run the renewal calendar so no contract reaches its date cold, and handle the renewal conversations for larger accounts yourself
- Work a health score daily to find contractors who are slipping, and tell us where the score is wrong so we can tune it
- Use that same score to find contractors who are thriving, and turn them into testimonials, referrals and case studies
- Build and run enablement that gets contractors using features they already pay for: in-app messages, walkthroughs, webinars by trade
- Generate monthly-to-annual conversion leads out of the program
- Bring churn reasons and adoption blockers back to Product with the evidence attached
Skills
- • 3+ years in customer success, renewals or account management at a B2B SaaS company, carrying a retention number
- • Experience with a book measured in hundreds of accounts, not dozens
- • You run your own reporting. Filtering, segmenting, exporting, and digging in when a number looks off
- • Fluency in a CS or marketing automation tool such as Intercom, HubSpot or Customer.io. You have built sequences, set audience rules and read the results
- • You work with AI daily. We use Claude across the business, and you should be the kind of person who reaches for it to pull apart an export, draft a campaign, or make sense of a pile of call notes
- • You notice when something is broken, like a campaign that stopped sending or a segment that quietly emptied, and you describe it clearly
- • You can run a renewal conversation with an owner who is ready to cancel
- • Plain communicator. Our contractors want a straight answer, not a deck
- • Construction, field services, or another industry where the customer is not at a desk
- • Basic SQL, or the appetite to pick it up
- • Experience with product analytics such as Amplitude
Benefits
- Fully remote anywhere in the US, with no office and no hybrid schedule.
- Full benefits.
- Aetna medical, dental, and vision coverage
- Flexible Spending Accounts (FSA)
- Teladoc virtual care
- One Medical membership
- Kindbody family-building support
- An Employee Assistance Program
- 401(k) retirement plan through Empower
- Pre-tax commuter benefits for those based in our San Francisco office
Company Overview