Customer Success Manager (Commercial)

Workshop Software, Inc.; Omaha, Northern (NE, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Stock options

401k

Unlimited vacation

Flexible work environment

Job summary

Workshop Software, Inc. is seeking a Commercial Customer Success Manager in Omaha, NE. You will own a defined portfolio, drive adoption, and reduce risk by blending scalable engagement with targeted 1:1 support.

You will identify opportunities to deepen usage, promote new use cases, and ensure customers derive exceptional value from Workshop through education and strategic guidance. This role emphasizes proactive risk mitigation and strong cross-functional collaboration.

Qualifications

• 1+ years in Customer Success or Account Management.
• Strong product aptitude and ability to translate features into practical use cases.
• Balance proactive 1:1 engagement with scalable outreach.
• Excellent written and verbal communication skills.

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 needs and risk.
• Drive product adoption by helping customers understand Workshop’s features and workflows.
• Identify and promote new and expanded use cases that increase customer value.
• Review customer health to identify adoption gaps, risks, or opportunities for deeper usage.
• Engage customers at key moments to drive value, strengthen relationships, and mitigate risk.
• Voice of the customer to cross-functional partners with trends and feedback.
• Partner with Account Managers and Sales to surface expansion opportunities.

Skills

Customer Success

SaaS

Portfolio management

Communication

Organizational skills

Job description

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
• Competitive compensation
• Stock options
• 401k
• Unlimited vacation
• Flexible work environment

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.