At WorkWave, we are committed to empowering the hardworking service professionals who keep our world safe, clean, and beautiful. Through our powerful suite of software solutions, we give these business owners the tools they need to run their businesses more efficiently, increase profitability, and deliver exceptional service. We are seeking an experienced, results driven strategic Customer Success Manager (CSM) to drive long term customer value, product adoption, portfolio retention, and growth across our key customer accounts.
Working alongside an Account Manager (AM) and Renewal Manager (RM) as part of a strategic account triad, you will act as the primary owner of account strategy, ongoing product stickiness, and business value realization. You will collaborate closely with executive decision makers to build custom roadmaps, track key business metrics, and ensure customers maximize the full ROI of our solution suite
What you'll do
- 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.
- WHAT YOU'LL BRING: 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 Customer Success platforms (e.g., Planhat, Gainsight), CS enablement frameworks, and AI workflows into daily routines.
- Travel: Ability to travel for client onsite visits as needed