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Customer Success Manager

WorkWave· Support and Services – Customer Success
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Hybrid (Remote)$90k - $100k + bonusFull-timePosted 4d ago

About the role

Experienced, results-driven strategic Customer Success Manager (CSM) to drive long term customer value, product adoption, portfolio retention, and growth across key customer accounts for WorkWave.

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.

Qualifications

  • 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).
  • Customer Success Track Record: Proven background managing enterprise or mid-market customer portfolios in B2B SaaS, with a demonstrated track record of driving retention, adoption, and growth.
  • Strategic Relationship Management: Strong executive presence with experience presenting to C-suite and VP level decision makers during Executive Business Reviews.
  • Analytical & Goal Oriented: Ability to define, track, and present business KPIs and quantifiable business outcomes.
  • Technical & Process Aptitude: Comfort adopting modern CS platforms (e.g., Planhat, Gainsight), CS enablement frameworks, and AI workflows into daily routines.
  • Travel: Ability to travel for client onsite visits as needed.

Skills

Required:ERP systems experienceCustomer Success managementExecutive communication

Benefits

  • Health & Wellness: Comprehensive medical, dental, 401(k) match, 24/7 Teladoc virtual care, and 24/7 EAP support (counseling, legal, and financial guidance).
  • Time Off: Flexible Time Off or generous PTO (role-dependent), paid holidays, and paid parental bonding leave.
  • Growth & Learning: 24/7 access to soft-skill and technical training libraries, and strong internal mobility programs.
  • Recognition & Community: Peer-nominated programs, regional discounts, and team volunteer opportunities.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About WorkWave

Service Software to Automate Your Business

WorkWave's business management software can help you save time & money on back-office, routing, and field operations. Get more time back for you & your team!

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