Hybrid Technical CSM: Escalations, Renewals & Integrations

Workiz Inc.; San Diego (CA); Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

Dog-Friendly Office

Office pool table

Catered lunches

Job summary

Workiz is seeking a Technical Customer Success Manager who will own both the technical and commercial aspects of a book of business. You will reproduce bugs, trace root causes, document findings for Eng, and lead renewals and upsells within your accounts.

This is a blended role balancing hands-on tech work with strategic account management. The role is hybrid, based in our San Diego office with remote work on other days.

Qualifications

• 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; escalation docs should stand on their own.
• Calm under pressure with angry customers, and willing to say no when the answer is no.

Responsibilities

• Serve as the deep product expert for 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 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.
• 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.
• Turn recurring account issues into prioritized, evidenced product feedback.
• Partner with Product on roadmap tradeoffs affecting accounts.

Skills

REST APIs

SQL querying

Renewals ownership

Bug reproduction

API debugging

Written communication

Calm under pressure

Tools

CRM tools

BI tooling

Job description

Workiz is seeking a Technical Customer Success Manager who will own both the technical and commercial aspects of a book of business. You will reproduce bugs, trace root causes, document findings for Eng, and lead renewals and upsells within your accounts.

This is a blended role balancing hands-on tech work with strategic account management. The role is hybrid, based in our San Diego office with remote work on other days.