Customer Success Manager (Commercial)

Workshop is a venture-backed software company focused on helping internal communications teams create, send, and measure multi-channel employee campaigns. The Customer Success Manager will manage a portfolio of Commercial customers, drive adoption and retention, mitigate risk, and identify expansion opportunities through scalable engagement and targeted support.

Responsibilities:

• Own and manage a defined book of Commercial customers, driving customer success, retention, and long-term value
• Support customers through a mix of scalable engagement and targeted 1:1 outreach based on customer needs, opportunities, and risk
• Drive product adoption by helping customers understand and apply Workshop’s features, workflows, and capabilities
• Identify and promote new and expanded use cases that increase customer value
• Review customer health across your portfolio to identify adoption gaps, risks, or opportunities for deeper usage
• Proactively engage customers at key moments throughout their lifecycle to drive value, strengthen relationships, and mitigate risk
• Act as the voice of the customer internally by surfacing trends, feedback, and product insights to cross-functional partners
• Partner with Account Managers and Sales to surface expansion and usage-driven opportunities

Requirements:

• 1+ years of experience in Customer Success or Account Management
• Strong product aptitude and the ability to translate features into practical, real-world use cases
• Comfort managing a portfolio of customers and balancing proactive 1:1 engagement with scalable customer outreach
• A proactive, positive, and solutions-oriented mindset
• High attention to detail and strong organizational skills
• Clear written and verbal communication skills across internal and external audiences
• SaaS experience