CSM, Mid-Market

Who are we?

Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard working people run and grow their businesses, with an end-to-end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more - all in one place!

We’re on a mission to revolutionize our industry by “automating everything but holding the wrench”, providing our users with smart, AI-powered tools that will replace time consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire.

Who are you?

You own a focused portfolio of up to 250 Mid-Market accounts (ARR $6,000–$15,000) with full accountability for NRR, strategic account growth, and executive relationship health. You operate as a trusted advisor to multi-location service businesses, run structured BRs, and manage your expansion pipeline end-to-end. You are measured on what you retain, what you grow, and the health of your portfolio.

Responsibilities

Renewals & Retention

• Own GRR with full accountability for all renewal outcomes
• Conduct ongoing account health assessments using health scores, usage data, and stakeholder sentiment
• Build and execute risk mitigation plans for red/yellow accounts: exec sponsor engagement, success plan revisions, escalation protocols
• Own all renewal conversations end-to-end; coordinate commercial terms with Finance/RevOps as needed

Expansion & Upsell

• Carry a named expansion ARR quota; proactively identify and develop upsell opportunities in every account
• Drive multi-location rollouts, advanced feature tiers, integrations, and Workiz Pay adoption
• Build multi-threaded relationships with decision-makers and champions to advance expansion deals
• Manage expansion pipeline in HubSpot with accurate stage, close date, and ARR forecasting
• Close expansion independently or in partnership with Mid-Market AEs on larger deals

Proactive Value Delivery

• Own the EBR cadence for your full portfolio (minimum quarterly for accounts >$15K ACV)
• Prepare data-driven EBR decks connecting Workiz ROI to customer business metrics (jobs completed, revenue generated, team efficiency)
• Build and maintain a joint Success Plan for each strategic account with agreed goals, milestones, and adoption targets
•  Monitor leading indicators proactively: login frequency, feature usage depth, support trends, stakeholder changes, contract dates
• Escalate critical risk with a documented action plan within 48 hours of signal detection
• Build and maintain 2–3 active stakeholder relationships per account across all levels
• Synthesize and escalate Mid-Market customer insights to Product, Marketing, and Leadership

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

• 3–5 years in Customer Success or Strategic Account Management in SaaS, focused on Mid-Market or Commercial accounts
• Proven track record owning NRR and GRR across a $8K–$40K+ ACV portfolio, including full renewal cycles
• Experience running Executive Business Reviews and presenting ROI narratives to business owners and senior leadership
• Demonstrated ability to identify, develop, and close expansion/upsell — including managing an expansion pipeline in CRM
• Proficiency in HubSpot or equivalent; skilled in pipeline management, forecasting, and health score prioritization
• Executive-level communicator — adapts style for frontline users and C-suite stakeholders
• Experience navigating complex, multi-stakeholder account environments
• Field service management, trades, or home services industry background is a strong plus
• Bachelor’s degree or equivalent experience