Customer Success Manager

About WorkWave

WorkWave develops innovative software and fintech solutions designed to support service professionals in industries like pest control, lawn care, commercial cleaning, and security. Serving over 8,000 global customers, their platform facilitates comprehensive business operations including customer acquisition, scheduling, billing, and payments.

Role Overview

The Customer Success Manager (CSM) acts as a strategic leader for WorkWave's largest enterprise clients, serving as the main liaison and advocate to drive engagement, ensure smooth adoption of platforms, and maximize customer value. This position manages the entire client experience, from implementation through growth and retention, often working independently on complex projects.

Key Responsibilities

• Lead as the primary contact for enterprise clients, ensuring strategic alignment and communication.
• Manage extensive and intricate projects across assigned accounts, overseeing all services and purchases.
• Coordinate internal and client resources to guarantee successful project completion and outcomes.
• Identify strategic opportunities to enhance customer relationships, adapting to evolving client business needs.
• Serve as the escalation point for critical client issues and mitigate churn risks with financial insight.
• Conduct regular Executive Business Reviews with senior stakeholders.
• Collaborate with the Sales team to pinpoint upsell opportunities and align revenue goals.
• Provide mentorship and support to junior team members.
• Work closely with peers and leadership for escalation management and strategic alignment.
• Willingness to travel up to 10%, potentially outside standard business hours for meetings, trade shows, or networking events.

Qualifications

• Demonstrated experience within SaaS, technology, or software industries.
• Strong proficiency with SaaS platforms and project management methodologies.
• Proven ability to manage complex project portfolios and customer relationships effectively.
• Experience managing enterprise-level accounts and client services.
• Excellent communication and presentation skills adaptable to varied audiences from technical teams to executives.
• Skilled in complex problem-solving, change management, and conflict resolution.
• Capable of independent decision making with limited supervision.
• Strategic understanding of how customer success drives revenue, retention, and growth.

Preferred Skills

• Experience in the pest control, lawn & landscape, cleaning, or security industries.
• Project Management Professional (PMP) or related certifications.
• ITIL certifications.

Company Culture and Benefits

• Casual and flexible work environment supporting remote work.
• Commitment to delivering impactful customer service and fostering trustworthy partnerships.
• Emphasis on teamwork, collaboration, and innovation.
• Robust benefits including health insurance, dental, 401k with company match.
• Flexible Time Off policies and up to 4 weeks paid bonding leave.
• Tuition reimbursement and comprehensive Employee Assistance Program offering 24/7 counseling and other support services.
• Access to virtual medical care and involvement in charitable activities.
• Opportunities for continuous learning and professional growth with training resources and career advancement.

Additional Information

• Remote-first global work environment with headquarters in New Jersey and team members worldwide.
• Travel up to 10% required, including potential meetings outside regular hours.
• Inclusion and diversity are core values; all applicants encouraged to apply regardless of whether they meet every qualification.
• Salary is competitive and bonus eligible, with final packages based on candidate qualifications and budget.
• Use of AI tools in recruitment to support evaluation with final decisions made by humans.