Note: The job is a remote job and is open to candidates in USA. WorkWave provides software solutions for service businesses. The Customer Success Manager drives long-term customer value, product adoption, retention, and growth across key accounts through strategic success planning, executive engagement, and collaboration with account and renewal managers.
Responsibilities
- Value Realization & Success Planning: Conduct collaborative strategic planning sessions to build personalized, step by step success roadmaps and establish mutual KPIs to track and measure ROI on a quarterly basis
- Portfolio Retention & Account Health: Proactively monitor account health, identify potential renewal risks, and implement mitigation strategies to maintain high team portfolio retention
- Growth & Opportunity Identification: Uncover customer expansion potential and pass Customer Success Qualified Leads (CSQLs) to the sales team to support upsell initiatives
- Executive Engagement & Governance: Lead Executive Business Reviews (EBRs) and Business Outcome Reviews with key client stakeholders to validate ROI, discuss long term strategic initiatives, and align product roadmaps
- Cross Functional Triad Alignment: Partner with Account Managers and Renewal Managers on strategic account plans, commercial terms, whitespace expansion, and contract renewals
- Process & Tooling Adoption: Incorporate internal CS enablement platforms (Planhat), risk protocols, and modern AI-driven workflows into daily management routines
Skills
- ERP Experience Required: 2-3 years of experience (or similar complex enterprise software ecosystems like SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field service/operations management platforms)
- Proven background managing enterprise or mid-market customer portfolios in B2B SaaS, with a demonstrated track record of driving retention, adoption, and growth
- Strong executive presence with experience presenting to C-suite and VP level decision makers during Executive Business Reviews
- Ability to define, track, and present business KPIs and quantifiable business outcomes
- Comfort adopting modern Customer Success platforms (e.g., Planhat, Gainsight), CS enablement frameworks, and AI workflows into daily routines
Benefits
- Comprehensive medical and dental
- 401(k) match
- 24/7 Teladoc virtual care
- 24/7 EAP support (counseling, legal, and financial guidance)
- Flexible Time Off or generous PTO (role-dependent)
- Paid holidays
- Paid parental bonding leave
- 24/7 access to soft-skill and technical training libraries
- Strong internal mobility programs
- Peer-nominated programs
- Regional discounts
- Team volunteer opportunities
- Work from anywhere across 30+ states and 7 countries
- Access to regional offices or the HQ at the historic Bell Works complex in Holmdel, NJ
Company Overview