Senior Manager of Customer Success

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive. Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.Grow With Us We're looking for a Senior Manager, Customer Success to lead our Enterprise Customer Success team and play a key role in delivering an exceptional experience for Workstream's largest customers. As a member of the Customer Success Leadership team, you'll coach and develop a high-performing team while driving customer retention, growth, and long-term success. Reporting to the Head of Customer Success & Support, you'll partner closely with cross-functional leaders to shape customer success strategy, optimize processes and systems, and ensure consistent value delivery across our Enterprise customer base. You'll own your team's performance metrics, renewal forecast, and customer retention outcomes, providing regular updates to executive leadership and identifying trends to drive continuous improvement. In this role, you'll build and strengthen executive-level relationships with key customers while coaching your team to do the same. You'll also have the opportunity to design, test, and scale best practices across the Enterprise customer journey—from onboarding through long-term success. This team supports Workstream's largest customers, including enterprise brands, franchise groups, and corporate partners. Your leadership will be instrumental in protecting and growing these strategic customer relationships while helping the team deliver measurable business impact. Day In The Life Work with CS and cross-functional teams to ensure that our largest customers launch successfully, have strong product adoption, realize continued value from the product and grow, consistently achieving 130%+ Annualized Net Revenue Retention (NRR) Build a world class consultative Enterprise team by ensuring success criteria is captured, key relationships are built across our Enterprise customers, and utilization is high/healthy Recruit, coach, empower and direct a team of Customer Success Managers to continue their career growth and retention  Invest in the team through weekly check-ins, quarterly career feedback check-ins, regular account planning, ongoing coaching and feedback, documentation and building reproducible processes for large customers Define and manage OKRs to drive focus and deliver strong NRR, logo churn, and ...