Customer Success Manager

About WorkWave

WorkWave develops innovative software and financial technology solutions tailored for mobile service professionals across industries such as pest control, lawn care, commercial cleaning, and security services. Serving over 8,000 customers worldwide, WorkWave's platform supports every phase of business operations, from acquiring customers to scheduling, billing, and payments.

Our mission is to empower mobile service workers globally to build a brighter future, backed by a dedicated team, extensive industry experience, and a commitment to our customers' success.

Role Overview

The Customer Success Manager (CSM) is a pivotal leadership position focused on cultivating strong strategic relationships with WorkWave's largest enterprise clients. Acting as the main point of contact and advocate for customers, the CSM guides engagement, ensures successful adoption of software solutions, and drives value realization throughout the customer lifecycle. This role manages the entire customer experience, including project delivery, growth initiatives, retention strategies, and risk mitigation, operating with significant autonomy on complex projects and challenges.

Key Responsibilities

• Serve as the primary liaison for WorkWave's enterprise customers, aligning communication on strategic priorities.
• Lead and coordinate complex, large-scale projects across assigned accounts, managing the full portfolio of services and purchases.
• Direct and collaborate with both internal teams and customer stakeholders to deliver successful outcomes and timely completion.
• Identify and pursue strategic opportunities to enhance customer relationships and journeys, adapting to changes in the customer's business.
• Act as the escalation point for critical customer issues.
• Monitor customer health, mitigate churn risks, and demonstrate financial insight into account status.
• Conduct regular Executive Business Reviews with key accounts and senior customer leadership.
• Partner with Sales to uncover growth and upselling opportunities and align on revenue objectives.
• Provide coaching and mentorship to junior team members as necessary.
• Collaborate across teams and leadership on escalations and strategic alignment.
• Be prepared for up to 10% travel, including meetings outside regular business hours and attendance at customer events or trade shows.

Qualifications

• Experience in SaaS, technology, or software industries is essential.
• Strong familiarity with SaaS products and project management methodologies.
• Demonstrated success managing complex project portfolios within customer accounts.
• Extensive background in customer service and relationship management with enterprise clients.
• Experience engaging directly with large-scale enterprise accounts.
• Excellent presentation and communication skills, adaptable from technical teams to executives.
• Proficient in complex problem-solving, change management, and conflict resolution.
• Ability to make key decisions independently with limited supervision.
• Strategic outlook on customer success’s contribution to revenue, retention, and growth.

Preferred Additional Skills

• Industry experience in pest control, lawn care, cleaning, or security sectors is a notable advantage.
• Certifications such as Project Management Professional (PMP) or ITIL are beneficial.

Work Culture and Benefits

• Casual and flexible remote work environment fostering creativity and innovation.
• Commitment to diversity, inclusion, and building trust-based partnerships.
• Energetic, inquisitive teams prioritizing impact and collaboration.
• Supportive benefits package including health, dental, 401(k) matching, and more.
• Flexible paid time off policies, bonding leave, tuition reimbursement, and comprehensive employee assistance programs.
• 24/7 virtual medical access and employee recognition programs.
• Opportunities for community involvement and professional growth through training and internal mobility.

Additional Information

WorkWave operates as a remote-first global company with office spaces available for collaboration and training as needed. The organization is an equal opportunity employer encouraging applicants from diverse backgrounds and supports salary transparency though final compensation depends on qualifications and budget.

WorkWave employs AI tools to aid hiring processes but ensures all final employment decisions are human-made. The role includes eligibility for performance bonuses beyond base salary, with details shared during interviews.