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Salary: USD 80,000 - 102,000 / annual
Workyard builds workforce management software for contractors, trusted by over 50,000 tradespeople. This role owns retention and renewals for mid-market and SMB customers, balancing hands-on account management with scalable programs.
You will own gross revenue retention and renewal rates for your book of accounts. For larger accounts, you run renewal conversations directly and manage the renewal calendar to ensure no contract reaches its date unprepared. For smaller accounts, you design and run a health-score-based program that flags at-risk customers while identifying expansion opportunities.
Key responsibilities include:
- Owning gross revenue retention and renewal rate metrics
- Running the renewal calendar and conducting renewal conversations for larger accounts
- Working a daily health score to identify at-risk contractors and providing feedback to improve the scoring model
- Identifying thriving customers and converting them into testimonials, referrals, and case studies
- Building and running enablement programs (in-app messages, walkthroughs, trade-specific webinars) to drive feature adoption
- Generating monthly-to-annual conversion leads from the program
- Bringing churn reasons and adoption blockers back to Product with supporting evidence
Approximately half your time goes to program design and execution; half to managing your book of accounts.
REQUIREMENTS:
- 3+ years in customer success, renewals, or account management at a B2B SaaS company, with responsibility for a retention metric
- Experience managing a book of hundreds of accounts (not dozens)
- Self-sufficient in reporting: filtering, segmenting, exporting data, and investigating anomalies
- Fluency in CS or marketing automation tools (Intercom, HubSpot, Customer.io)
- Daily use of AI tools; familiarity with Claude preferred
- Ability to notice and clearly describe operational issues (e.g., campaigns that stop sending, segments that empty)
- Capability to run renewal conversations with customers considering cancellation
- Clear, direct communication style
BONUS:
- Background in construction, field services, or industries where customers are not desk-based
- Basic SQL or willingness to learn
- Experience with product analytics tools (e.g., Amplitude)
