Technical Customer Success Manager

Who are we?

Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard working people run and grow their businesses, with an end-to-end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more - all in one place!

We’re on a mission to revolutionize our industry by “automating everything but holding the wrench”, providing our users with smart, AI-powered tools that will replace time consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire.

Who 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 Do

Technical 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 Model

This is a hybrid role working Tuesday, Wednesday, Thursday in our San Diego office and remaining days working remotely.

Requirements

What 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