Customer Success Manager, SMB

Description

We are looking for a highly motivated, data-driven SMB Customer Success Manager to be on a team that oversees a large portfolio of customers through a scaled, tech-enabled engagement model. In this role, you will drive product adoption, maintain strong customer satisfaction, reduce churn risk, and uncover expansion opportunities across a wide customer base through proactive interactions.

Responsibilities

• Collaborate within a team to support and engage a broad portfolio of SMB customers through scalable, tech-enabled touchpoints, serving as a trusted advisor and central resource across the customer base.
• Handle customer interactions within a queue-based ticketing system, managing a mix of reactive customer inquiries and proactive engagement efforts.
• Understand and align with customers' business objectives, providing guidance on how Workiz can best support their goals.
• Proactively engage with customers to understand their needs, identify areas for improvement, and recommend solutions to optimize their experience.
• Collaborate with cross-functional teams, including Onboarding, Product, and Support, to address customer needs, resolve issues, and drive customer satisfaction.
• Identify and capitalize on upsell and expansion opportunities within existing accounts.
• Serve as an escalation point for customer issues and concerns, providing timely and effective resolution while maintaining a high level of customer satisfaction.
• Stay up-to-date with industry trends, best practices, and competitor activities to provide valuable insights and recommendations to customers.
• Analyze customer usage patterns and behaviors to identify at-risk accounts and develop targeted retention plans to mitigate churn.

This is a hybrid role working 3 days in office/2 days remote and is open to candidates in the Austin area only.

Requirements

• 2+ years of Customer Success experience, preferably in a SaaS environment.
• Strong experience and proficiency in working with Customer Relationship Management (CRM) software, preferably HubSpot.
• Exceptional multitasking abilities, time management skills, and effective communication (both verbal and written).
• Demonstrated success in building rapport with customers across different levels, primarily through email and phone interactions.
• Strong work ethic and adaptability to thrive in rapidly changing environments.
• This role requires a high degree of flexibility, supporting multiple teams and functions as needed. It demands adaptability, cross-functional collaboration, and the ability to pivot between responsibilities to meet evolving business needs.

Our Tech Stack

Why Join Workiz?

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team: 

Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.

Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.

Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do.

We focus on empowering our team members, valuing each as a long-term investment. Emphasizing the importance of ongoing growth, we are dedicated to nurturing and training individuals, enabling them to exceed expectations in both skills and responsibilities. 

Why You’ll Love Being a Workizer:

• Fuel your passion (and have a blast doing it!): You won't just use a product you believe in, you'll work alongside a team that makes every day exciting!
• Collaborative Excellence: We foster a culture of teamwork where exceptional achievers and quick learners can thrive. Together, we deliver impactful results.
• Speak your mind! At Workiz, there are no bad ideas. We thrive on diversity of thought and love to see innovation take flight.
• Celebrate the culture: Our team is a vibrant mix of backgrounds and experiences. Embrace the richness and learn from each other.
• Work-life balance: Find your perfect rhythm with our hybrid model - 3 days o