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.

Key facts

What you'll do

• Guide the Enterprise team to reach 130%+ Annualized Net Revenue Retention.
• Manage team performance metrics, including renewal forecasting and logo churn.
• Coach direct reports through weekly check-ins, career development, and account planning.
• Serve as the primary escalation point for Enterprise accounts.
• Collaborate with Product and Engineering to prioritize Enterprise-specific feature requests.
• Partner with Sales to identify and execute upsell and expansion opportunities.
• Define OKRs to align team output with business strategy.
• Present quarterly progress and strategic insights to executive leadership.

Requirements

• 6+ years of experience in account management or customer success.
• 4+ years of experience in a management role.
• Proven track record of leading teams to exceed performance targets.
• Experience owning renewal numbers and financial forecasting.
• Ability to build and maintain C-level relationships.
• Experience designing and scaling customer success processes.
• Ability to travel up to 15% for customer and team visits.

Skills & tools

• People management and coaching
• Strategic account planning
• Negotiation and conflict resolution
• Project and time management
• Executive-level presentation skills

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.