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Software, Internal Communications, SaaS

Customer Success Manager (Commercial)

RemoteRemoteFull TimeEntry-level (exp-based)Posted 1 month ago

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Required skills

  • Customer Success
  • Account Management
  • SaaS
  • Product Adoption
  • Customer Value
  • Customer Retention
  • Customer Health Monitoring
  • Customer Relationship Management

Nice to have

  • Commercial Market

Role summary

Workshop is seeking a Customer Success Manager for its Commercial customer segment. This role involves managing a portfolio of growing organizations, providing a blend of scalable resources and personalized 1:1 support. The CSM will focus on mitigating risk, driving product adoption, and ensuring customers derive maximum value from Workshop through education and strategic guidance. This position requires strong product aptitude, excellent communication skills, and the ability to manage customer relationships effectively, collaborating with internal teams like Product, Support, and Account Management. The ideal candidate has 1+ years of experience in Customer Success or Account Management, preferably in SaaS.

Customer Success Manager (Commercial Market)

Workshop is looking for a Customer Success Manager (CSM) to support our Commercial customer segment: growing organizations that fall between our SMB and Mid-Market segments. These customers benefit from a mix of scalable resources and proactive, personalized support, with CSMs stepping in 1:1 at key moments based on customer needs, adoption, and risk.

In this role, you’ll proactively identify and mitigate risk, drive meaningful product adoption, and ensure customers get exceptional value from Workshop through education, strategic guidance, and expanded use cases.

You’ll work closely with Product, Support, and Account Management to help customers successfully use Workshop, identify opportunities to deepen adoption, and reduce friction across the customer experience. You’ll manage a defined portfolio of Commercial customers through a mix of scalable engagement and targeted 1:1 support.

As a Commercial Customer Success Manager, you will:

  • 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

    • To be successful in this position, you will need:

  • 1+ years of experience in Customer Success or Account Management; SaaS experience preferred
  • 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

    • Benefits:

  • Healthcare
  • Stock options
  • Unlimited vacation
  • Annual stipend for training & development
  • Sabbatical after 5 year Anniversary

    • About Workshop

    Workshop is a fast growing, venture-backed startup based in Omaha, Nebraska and we’re on a mission to create more happy Mondays for employees everywhere. We build software to help internal communications teams create, send, and measure multi-channel, employee-centric campaigns.

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