Senior Manager of Customer Success

About the role

Workstream is building a comprehensive HR, payroll, and hiring platform designed specifically for the hourly workforce. You will lead the Enterprise Customer Success team, focusing on retention, growth, and long-term value for our largest corporate and franchise partners. In this capacity, you will own the end-to-end success of strategic accounts, ensuring that client outcomes directly reinforce the company's business objectives. You will be responsible for translating high-level product vision into tangible customer value and measurable return on investment. The role requires a blend of empathetic leadership and data-driven decision-making to navigate complex enterprise environments. You will act as a strategic advisor to customers, aligning product adoption with their operational and financial goals. Ultimately, your work will define the standard for customer excellence within the organization.

Key facts

What you'll do

• Drive the Enterprise team to consistently achieve 130%+ Annualized Net Revenue Retention through proactive account management.
• Analyze portfolio health using renewal forecasting and logo churn metrics to identify risks and opportunities.
• Coach direct reports through targeted weekly check-ins focused on career development and strategic account planning.
• Act as the primary escalation point for Enterprise accounts, resolving complex issues before they impact retention.
• Liaise with Product and Engineering teams to prioritize and refine Enterprise-specific feature requests based on client feedback.
• Collaborate with Sales leadership to identify, qualify, and execute upsell and expansion opportunities within existing accounts.
• Establish and refine OKRs to align team output with overarching business strategy and financial targets.
• Design and scale customer success processes that standardize best practices while allowing for enterprise customization.
• Translate complex product roadmaps into clear narratives for executives, demonstrating the strategic value of the platform.
• Present quarterly progress reviews and strategic insights to executive leadership, highlighting growth and retention metrics.
• Partner with Customer Support and Implementation teams to ensure seamless handoffs and consistent service quality.
• Develop and maintain detailed playbooks for key account interactions, ensuring consistency across the Enterprise team.
• Conduct regular business reviews with C-level stakeholders to uncover new use cases and drive deeper platform adoption.
• Forecast long-term revenue trends based on adoption patterns, enabling proactive adjustments to engagement strategies.
• Champion the voice of the customer internally, ensuring product and operational decisions reflect user needs.

Requirements

• Bring 6+ years of progressive experience in account management or customer success roles within a B2B environment.
• Possess 4+ years of hands-on experience in a management capacity, leading teams through performance cycles.
• Demonstrate a proven track record of leading teams to exceed performance targets, including revenue and retention goals.
• Show experience owning renewal numbers and financial forecasting, with comfort managing P&L implications.
• Exhibit a demonstrated ability to build and maintain C-level relationships in enterprise sales or customer success contexts.
• Have experience designing, implementing, and scaling customer success processes that improve efficiency and outcomes.
• Display strong adaptability to manage travel requirements, including trips for customer and team visits as needed.
• Commit to working in a hybrid environment that balances office presence with remote work flexibility.
• Thrive in a fast-paced, growth-oriented startup environment where priorities evolve rapidly.
• Communicate effectively with precision and empathy, ensuring clarity in both written and verbal exchanges.
• Utilize CRM and data analytics tools to track engagement metrics and inform strategic decisions.
• Collaborate cross-functionally with Sales, Product, Engineering, and Support to deliver cohesive customer experiences.
• Maintain strict confidentiality regarding client data and strategic business initiatives.
• Align personal work habits with the company's standards for professionalism and execution excellence.

Nice to have

• Preferred experience in HR, payroll, or workforce management platforms targeting hourly employees.
• Background in franchise or multi-location customer success models.
• Familiarity with compliance and regulatory considerations in payroll and labor law.
• Experience leveraging data analytics to drive customer health scoring and predictive outreach.
• Knowledge of change management principles to guide enterprise adoption.

Practical notes

• Compensation includes salary and equity.
• Health coverage includes medical, dental, and vision, with 95% of premiums paid for employees and 85% for dependents.
• Benefits include 401K, pre-tax commuter benefits, flexible PTO, and stocked office kitchen.

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Engagement: Full-time, hybrid office/WFH schedule.

• Travel: Ability to travel up to 15% for customer and team visits.

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Location: Position is based in Lehi, Utah, accommodating local and regional candidates.