Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Scaled Customer Success Manager role.

Rezi rewrites your resume against Workyard's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Scaled Customer Success Manager posting at Workyard — free, in seconds.

About the Role

This role is responsible for maintaining a high level of customer satisfaction for contractors who do not require monthly outreach, by executing programs that reach all customers and managing accounts that need direct human interaction. You will own retention for mid-market and SMB customers, personally handling renewals for larger accounts and designing programs for smaller ones based on risk assessment.

Responsibilities

Own gross revenue retention and renewal rate for your book of business.
Manage the renewal calendar to ensure no contract is approached without prior engagement.
Conduct renewal conversations for larger accounts.
Monitor customer health scores daily to identify at-risk customers and provide feedback for score refinement.
Utilize customer health scores to identify thriving customers for testimonials, referrals, and case studies.
Develop and implement customer enablement programs, including in-app messages, walkthroughs, and webinars, to drive feature adoption.
Generate leads for monthly-to-annual contract conversions through program initiatives.
Communicate churn reasons and adoption blockers to the Product team with supporting evidence.
Bring churn reasons and adoption blockers back to Product with the evidence attached.

Requirements

3+ years of experience in customer success, renewals, or account management at a B2B SaaS company with a focus on retention.
Experience managing a book of hundreds of accounts.
Proficiency in running your own reporting, including filtering, segmenting, exporting, and analyzing data.
Fluency in CS or marketing automation tools (e.g., Intercom, HubSpot, Customer.io), including building sequences, setting audience rules, and interpreting results.
Daily use of AI tools (e.g., Claude) for tasks such as data analysis, campaign drafting, and summarizing notes.
Ability to identify and clearly describe issues with campaigns or segments.
Capability to conduct renewal conversations with customers considering cancellation.
Strong, straightforward communication skills, providing direct answers rather than relying on presentations.

Skills

Customer Success
Renewals
Account Management
B2B SaaS
Retention
Reporting
Data Analysis
CS Automation Tools
Marketing Automation Tools
AI Tools
Communication

Location

Remote (US)

Work Type

Fully remote
No office
No hybrid schedule

Experience Level

3+ years

Salary/Compensations

$80,000 base with $102,000 OTE

Benefits

Comprehensive benefits package
Aetna medical, dental, and vision coverage
Flexible Spending Accounts (FSA)
Teladoc virtual care
One Medical membership
Kindbody family-building support
Employee Assistance Program
401(k) retirement plan through Empower
Pre-tax commuter benefits

About the Company

Workyard builds workforce management software for contractors, featuring GPS-verified time tracking, cost code integration, and payroll support.
Our software is trusted by over 50,000 tradespeople.
This is the first dedicated retention role at Workyard, offering the opportunity to shape future product development.

Equal Opportunity

Workyard is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law.
Workyard is committed to providing reasonable accommodations for individuals with disabilities during the hiring process.