Technical Customer Support Manager

Description

Who are we?

Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard working people run and grow their businesses, with an end-to-end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more - all in one place!

We’re on a mission to revolutionize our industry by “automating everything but holding the wrench”, providing our users with smart, AI-powered tools that will replace time consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire.

Who are you?

This is not a traditional CSM role. The Technical CSM is the technical owner and the commercial owner of a book of business. You are the person a frustrated customer gets escalated to — and the person who then renews and expands them. You need to be able to reproduce a bug, trace it to root cause, write it up so engineering can act on it, and in the same week run a renewal conversation and close an upsell.

What You'll Do

Technical ownership

• Serve as the deep product expert for your 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 the 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

Commercial ownership

• 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

Voice of the customer

• Turn recurring account issues into prioritized, evidenced product feedback
• Partner with Product on roadmap tradeoffs affecting your accounts

Work Model

This is a hybrid role working Tuesday, Wednesday, Thursday in our San Diego office and remaining days working remotely.

Requirements

What you'll need

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

Nice to have

• Experience with field service, SMB SaaS, or vertical software
• Background in the trades, or working closely with owner-operator businesses
• Experience with VoIP, telephony, or payments products
• Familiarity with CRM and BI tooling

How success is measured

• Gross and net revenue retention across your book
• Renewal and expansion attainment
• Escalation resolution time and recurrence rate
• Quality of root-cause documentation and defects accepted by engineering
• Customer health and product adoption depth

Why Join Workiz?

As a trailblazing SaaS company in the field service industry, Workiz is at the forefront of change driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with smart tools to streamline scheduling, dispatching, invoicing, and customer communication.

While we're proud of our recent recognition, we know a great workplace isn't built by awards, it's built by our people. We're looking for passionate, driven individuals ready to help us make field service management a breeze.

Why You'll Love Being a Workizer

• Fuel Your Passion: Work alongside collaborative, high-achieving teammates on a product that genuinely transforms businesses.
• Make an Impact: See the direct results of your contributions as we empower trade professionals to grow.
• Speak Your Mind: We thrive on diversity of thought, open dialogue, and innovation. Every voice matters here.
• Grow with Us: We treat team members as long-term investments, offering continuous learning to help you stretch your skills and step into new responsibilities.
• Diversity isn't just a buzzword - our team is 45% women and 55% men!

Perks & Life at Workiz

• Fuel Up & Unwind: Keep your day energized with a kitchen stocked with top-notch coffee, drinks, and snacks.
• Dog-Friendly Office: Bring your four-legged co-pilot to work and join our pack of friendly office pups.
• Bond Beyond Desks: Connect with your team through regular socials, catered lunches, and relaxed office happy hours.
• Recharge & Play: Take a break with our office pool table and mini putting green.
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Perks

• Fuel Your Flow: Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.
• Beyond the Desk: We’re big on culture. From our monthly Book Club to catered lunches and hosted happy hours, we make space for real connection.
• Recharge at the Terrace: Access a premier, tenant-exclusive suite designed for more than just work. Includes a state-of-the-art fitness and yoga studio, a social lounge with a golf simulator, and quiet spaces to recharge.

Compensation and Benefits

Market-level compensation based on experience $85,000-$95,000 On-Target Earnings.

Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 4% match on 401k contributions.

Sick Leave: 5 days per year

Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.