DescriptionWho are you?You own a focused portfolio of up to 250 Mid-Market accounts (ARR $6,000-$15,000) with full accountability for NRR, strategic account growth, and executive relationship health. You operate as a trusted advisor to multi-location service businesses, run structured BRs, and manage your expansion pipeline end-to-end. You are measured on what you retain, what you grow, and the health of your portfolio.
ResponsibilitiesRenewals & Retention
- Own GRR with full accountability for all renewal outcomes
- Conduct ongoing account health assessments using health scores, usage data, and stakeholder sentiment
- Build and execute risk mitigation plans for red/yellow accounts: exec sponsor engagement, success plan revisions, escalation protocols
- Own all renewal conversations end-to-end; coordinate commercial terms with Finance/RevOps as needed
Expansion & Upsell
- Carry a named expansion ARR quota; proactively identify and develop upsell opportunities in every account
- Drive multi-location rollouts, advanced feature tiers, integrations, and Workiz Pay adoption
- Build multi-threaded relationships with decision-makers and champions to advance expansion deals
- Manage expansion pipeline in HubSpot with accurate stage, close date, and ARR forecasting
- Independently close expansions and partner with cross-functional teams to help support the closing of expansion deals.
Proactive Value Delivery
- Own the EBR cadence for your full portfolio (minimum quarterly for accounts >$15K ACV)
- Prepare data-driven EBR decks connecting Workiz ROI to customer business metrics (jobs completed, revenue generated, team efficiency)
- Build and maintain a joint Success Plan for each strategic account with agreed goals, milestones, and adoption targets
- Monitor leading indicators proactively: login frequency, feature usage depth, support trends, stakeholder changes, contract dates
- Escalate critical risk with a documented action plan within 48 hours of signal detection
- Build and maintain 2-3 active stakeholder relationships per account across all levels
- Synthesize and escalate Mid-Market customer insights to Product, Marketing, and Leadership
This is a hybrid role working 3 days in office/2 days remote and is open to candidates in Austin or San Diego areas only.
Requirements- 2+ years in Customer Success or Strategic Account Management in SaaS, focused on Mid-Market or Commercial accounts
- Proven track record owning NRR and GRR across a $8K-$40K+ ACV portfolio, including full renewal cycles
- Experience running Executive Business Reviews and presenting ROI narratives to business owners and senior leadership
- Demonstrated ability to identify, develop, and close expansion/upsell - including managing an expansion pipeline in CRM
- Proficiency in HubSpot or equivalent; skilled in pipeline management, forecasting, and health score prioritization
- Executive-level communicator - adapts style for frontline users and C-suite stakeholders
- Experience navigating complex, multi-stakeholder account environments
- Field service management, trades, or home services industry background is a strong plus
- Bachelor's degree or equivalent experience
Perks- Fuel Your Flow: Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.
- Beyond the Desk: We're big on culture. From our monthly Book Club to catered lunches and hosted happy hours, we make space for real connection.
- Recharge at the Terrace: Access a premier, tenant-exclusive suite designed for more than just work. Includes a state-of-the-art fitness and yoga studio, a social lounge with a golf simulator, and quiet spaces to recharge.
Compensation and BenefitsMarket-level compensation based on experience $85,000-$95,000 On-Target Earnings.
Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 4% match on 401k contributions.
Sick Leave: 5 days per year
Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year
