DescriptionWho are you?This is not a traditional CSM role. The Technical CSM is the technical owner and the commercial owner of a book of business. You are the person a frustrated customer gets escalated to - and the person who then renews and expands them. You need to be able to reproduce a bug, trace it to root cause, write it up so engineering can act on it, and in the same week run a renewal conversation and close an upsell.
What You'll DoTechnical ownership- Serve as the deep product expert for your accounts - configuration, integrations, API, phone/communications, automations, reporting, and data flows
- Own escalated issues end to end: reproduce, diagnose, document, and drive to root cause with Support, Product, and R&D
- Write clear, reproducible defect reports with evidence; push for permanent fixes rather than workarounds
- Audit customer setups and fix the misconfigurations that quietly drive churn
- Design and implement solutions inside the product for complex customer workflows
- Lead technical onboarding, migrations, and integration work for strategic accounts
Commercial ownership- Own retention, renewal, and expansion for a defined book of business
- Run renewal and multi-year contract negotiations to signature
- Identify and close upsell and cross-sell opportunities based on real usage and business need
- Build relationships with owners and operators - understand how they make money and tie the product to it
- Forecast your book accurately and manage risk early
Voice of the customer- Turn recurring account issues into prioritized, evidenced product feedback
- Partner with Product on roadmap tradeoffs affecting your accounts
Work ModelThis is a hybrid role working Tuesday, Wednesday, Thursday in our San Diego office and remaining days working remotely.
RequirementsWhat you'll need- 4+ years in a customer-facing technical role - TAM, Solutions Engineer, Technical CSM, Implementation Consultant, or senior Support with commercial exposure
- Proven ability to debug software issues independently: reading logs, testing APIs, isolating variables, distinguishing product defect from user error
- Comfort with REST APIs, webhooks, integrations, and SQL or equivalent data querying
- Demonstrated ownership of renewals, upsells, or quota - you've carried a number and hit it
- Excellent written communication; your escalation docs should stand on their own
- Calm under pressure with angry customers, and willing to say no when the answer is no
Nice to have- Experience with field service, SMB SaaS, or vertical software
- Background in the trades, or working closely with owner-operator businesses
- Experience with VoIP, telephony, or payments products
- Familiarity with CRM and BI tooling
How success is measured- Gross and net revenue retention across your book
- Renewal and expansion attainment
- Escalation resolution time and recurrence rate
- Quality of root-cause documentation and defects accepted by engineering
- Customer health and product adoption depth
Perks & Life at Workiz- Fuel Up & Unwind: Keep your day energized with a kitchen stocked with top-notch coffee, drinks, and snacks.
- Dog-Friendly Office: Bring your four-legged co-pilot to work and join our pack of friendly office pups.
- Bond Beyond Desks: Connect with your team through regular socials, catered lunches, and relaxed office happy hours.
- Recharge & Play: Take a break with our office pool table and mini putting green.
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
