Customer Success Manager
About The Position
The Customer Success Manager is a key enterprise-facing leadership position responsible for fostering deep, strategic partnerships with WorkWave's largest customers. This role serves as the principal point of contact and customer advocate, driving customer engagement, ensuring successful adoption of solutions, and maximizing value realization throughout the customer journey. The Customer Success Manager oversees the complete customer experience—from project delivery to strategic growth and retention—while proactively managing risk across the account base and handling the most complex projects and tasks with a high degree of autonomy.
Requirements
- Prior experience in the SaaS, Tech, or Software space is a must.
- Extensive experience with SaaS and project methodologies.
- Proven track record of managing and delivering a portfolio of complex projects within a customer base.
- Solid grasp of customer service and extensive experience developing and managing complex customer relationships.
- Prior experience working directly with enterprise-level accounts.
- Exceptional presentation and communication skills, with the ability to adapt to audiences from technical teams to customer executives.
- Strong capacity for Complex Problem-Solving, Change Management, and Conflict Resolution.
- Ability to exercise key decision-making responsibility with limited daily supervision.
- A "big picture" perspective of customer success and its impact on revenue, retention, and business growth.
Nice To Haves
- Experience within the specific industries WorkWave serves (Pest, Lawn & Landscape, Cleaning and Security) is a HUGE plus.
- Project Management (PMP) or other related certifications.
- ITIL Certifications.
Responsibilities
- Serve as the principal point of contact for WorkWave's enterprise customers, driving communication and alignment on strategic initiatives.
- Coordinate and lead large-scale and complex projects within your book of accounts, managing the complete portfolio of services and purchases within the customer base.
- Lead, manage, or influence both internal WorkWave resources and customer resources to achieve successful outcomes and ensure timely task completion.
- Proactively identify strategic opportunities to improve the overall customer relationship and journey, aligning with major changes in the customer's business operations.
- Act as the escalation point of contact for critical customer issues.
- Monitor, address, and report on potential churn risks and mitigation strategies, demonstrating strong financial acumen regarding account health.
- Lead the regular cadence of Executive Business Reviews with assigned accounts and senior customer leadership.
- Collaborate closely with the Sales team to identify areas of growth, upsell opportunities ("White Space"), and align on revenue goals.
- Coach and assist other more junior team members as needed.
- Collaborate with peers, management, and senior leadership on issues, escalations, and strategic alignment.
Benefits
- health and dental
- 401k with company match
- Flexible Time Off policy or generous PTO plan (role dependent)
- paid holidays
- Up to 4 weeks paid bonding leave
- Tuition reimbursement
- Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
- 24/7 access to virtual medical care with Teladoc
- Quarterly awards based on peer nominations
- Regional discounts and perks
- Opportunities to participate in charitable events and give back to the community
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
