Customer Success Manager

WorkWave

1d•$90,000 - $100,000•Remote

About The Position

WorkWave is seeking an experienced, results-driven strategic Customer Success Manager (CSM) to drive long-term customer value, product adoption, portfolio retention, and growth across key customer accounts. Working as part of a strategic account triad with an Account Manager and Renewal Manager, the CSM owns account strategy, ongoing product stickiness, and business value realization. The role partners with executive decision makers to develop custom roadmaps, track business metrics, and help customers maximize the return on investment from WorkWave’s software suite. The position is remote-first, with the option to work from regional offices or WorkWave’s headquarters in Holmdel, New Jersey. Travel for client onsite visits may be needed. The role is bonus eligible, in addition to its stated base salary range.

Requirements

2–3 years of experience with ERP systems or similar complex enterprise software ecosystems, such as SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field service or operations management platforms.
Proven experience managing enterprise or mid-market customer portfolios in B2B SaaS, with a track record of driving retention, adoption, and growth.
Executive presence and 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 Customer Success platforms, CS enablement frameworks, and AI workflows.
Ability to travel for client onsite visits as needed.

Responsibilities

Conduct strategic planning sessions with customers to create personalized success roadmaps and establish mutual KPIs for quarterly ROI measurement.
Monitor account health, identify renewal risks, and implement mitigation strategies to support portfolio retention.
Identify customer expansion opportunities and pass Customer Success Qualified Leads to the sales team to support upselling.
Lead Executive Business Reviews and Business Outcome Reviews with client stakeholders to validate ROI, discuss strategic initiatives, and align product roadmaps.
Partner with Account Managers and Renewal Managers on strategic account plans, commercial terms, whitespace expansion, and contract renewals.
Use internal Customer Success enablement platforms, risk protocols, and AI-driven workflows in daily account management.

Benefits

Comprehensive medical and dental coverage.
401(k) match.
24/7 Teladoc virtual care and 24/7 Employee Assistance Program support, including counseling, legal, and financial guidance.
Flexible Time Off or generous PTO, depending on role.
Paid holidays.
Paid parental bonding leave.
Access to soft-skill and technical training libraries.
Internal mobility programs.
Peer-nominated recognition programs.
Regional discounts.
Team volunteer opportunities.
Bonus eligibility in addition to base salary.