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Salary: USD 80,000 - 105,000 / annual
Workstream is a Series B, venture-backed HR, payroll, and hiring platform purpose-built for the hourly workforce. The company serves major brands including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers, and is backed by Founders Fund, BOND, and Coatue.
You will own the full customer lifecycle for a portfolio of enterprise customers, combining analytical thinking with strong relationship-building. Your responsibilities span four key areas:
**Customer Success & Problem Solving (40%):** Become an expert in Workstream's platform and your customers' business operations, particularly how they manage hourly workforces and multi-location operations. Own a portfolio of enterprise customers and build trusted relationships with key stakeholders. Use product usage data, customer activity, and financial signals to identify what's working. Leverage CSM tools (Gainsight, Churn Zero, Totango, or similar) to monitor account health, adoption, and risk. When customers face complex challenges, identify them and collaborate with Product, Support, and Sales to solve them. Run customer training, build educational content, and enable self-serve adoption where possible. Maintain accurate account records.
**Renewal & Retention (35%):** Own renewal conversations and drive renewal outcomes for your portfolio. Get ahead of at-risk accounts and develop recovery strategies based on understanding churn drivers. Use customer data and CSM tools to surface renewal timing and risk signals. Be the customer's voice internally, advocating for features, process changes, and decisions that protect retention.
**Growth & Expansion Pipeline (15%):** Surface expansion opportunities and generate CSQLs for Sales through discovery and account analysis. Identify where Workstream can solve new problems by analyzing customer usage patterns and business fit. Partner with Sales to brief them on expansion readiness. Introduce customers to new features as appropriate for their needs.
**Feedback & Insights (10%):** Share patterns across your portfolio—which segments retain, what drives churn, what healthy adoption looks like. Provide internal feedback on product gaps, training breakdowns, and process improvements. Use renewal forecasts to prioritize your effort.
You will be measured on renewal rate and NRR for your portfolio, customer retention and churn, customer engagement and health, CSQLs generated for Sales, and product adoption and usage.
This is a full-time, hybrid role based in Lehi, Utah.
**Requirements:**
- 4–6 years in Customer Success, Account Management, or similar role where you've owned customer outcomes, managed a portfolio, built relationships, and moved the needle. Experience closing renewals is helpful.
- Analytical and strategic mindset. You read customer data and understand what it means. You can interpret health scorecards and identify patterns: which segments are resilient, what kills adoption, where expansion opportunities exist.
- Strong discovery skills. You ask meaningful questions, listen actively, and genuinely understand what customers are trying to accomplish. You naturally uncover renewal risk, expansion signals, and feature requests.
- Ability to handle complexity and ambiguity. You manage enterprise customers with multiple stakeholders, competing priorities, and evolving needs.
