Customer Success Manager

Summary

WorkWave builds efficiency-enhancing technology for field service and business management companies with distributed workforces. The Customer Success Manager will manage strategic accounts across North America, drive platform adoption and retention, guide customers through complex workflows, and use data and AI-driven insights to support account growth.

Responsibilities

• **Own the Client Relationship:** Serve as the primary partner for your assigned accounts, building trust and ensuring optimal platform utilization while collaborating with Account Management to identify upsell and expansion opportunities
• **Drive Proactive Retention & Growth:** Move beyond reactive support by monitoring account health, anticipating client needs, and conducting regular business reviews to align our solutions with customer KPIs
• **Master the Platform:** Become a subject matter expert on WorkWave’s technology, guiding field service leaders through complex workflows, feature updates, and platform best practices
• **Advocate for the Customer:** Capture front-line insights and feature usage trends, partnering cross-functionally with Product and Engineering teams to directly influence our product roadmap
• **Navigate Operational Complexity:** Analyze usage data and performance metrics to help clients overcome operational hurdles, resolve friction points, and build sustainable strategies for growth
• **Handle High-Value Conversations:** Possess the emotional intelligence to navigate tough conversations, de-escalate risks, and steer clients toward productive, data-backed solutions
• **Leverage AI & Modern Tools:** Incorporate AI workflows and platform insights into your daily routine to drive efficiency, accuracy, and proactive customer outreach

Skills

• Bachelor's degree or equivalent practical experience required
• 3+ years of experience in SaaS Customer Success, Account Management, Professional Services, or related client-facing roles managing mid-market or enterprise accounts
• Strong understanding of core SaaS metrics (ARR, GRR, NRR, and Churn) and how operational retention impacts business health
• Tech-fluent mindset with natural curiosity for exploring software and finding innovative ways to optimize workflows
• Analytical rigor with strong data skills to interpret platform usage, billing, and scheduling metrics into actionable customer stories
• Proactive problem-solving abilities focused on identifying root causes of churn or low engagement before they impact account health
• Excellent verbal and written communication skills with the emotional intelligence to professionally manage difficult customer situations
• Highly organized, detail-oriented, and able to prioritize effectively in a fast-paced environment
• Consistently delivers results with integrity, accountability, and sound judgment, with a strong desire to continuously learn and adopt emerging tools (including AI)
• Experience working with modern Customer Success Platforms (e.g., Planhat, Gainsight), CRMs (Salesforce), or enterprise software platforms preferred

Qualifications

Must Haves

• Bachelor's degree or equivalent practical experience required
• 3+ years of experience in SaaS Customer Success, Account Management, Professional Services, or related client-facing roles managing mid-market or enterprise accounts
• Strong understanding of core SaaS metrics (ARR, GRR, NRR, and Churn) and how operational retention impacts business health
• Tech-fluent mindset with natural curiosity for exploring software and finding innovative ways to optimize workflows
• Analytical rigor with strong data skills to interpret platform usage, billing, and scheduling metrics into actionable customer stories
• Proactive problem-solving abilities focused on identifying root causes of churn or low engagement before they impact account health
• Excellent verbal and written communication skills with the emotional intelligence to professionally manage difficult customer situations
• Highly organized, detail-oriented, and able to prioritize effectively in a fast-paced environment
• Consistently delivers results with integrity, accountability, and sound judgment, with a strong desire to continuously learn and adopt emerging tools (including AI)

Nice to Haves

• Experience working with modern Customer Success Platforms (e.g., Planhat, Gainsight), CRMs (Salesforce), or enterprise software platforms preferred

Benefits

• Casual work environment and remote work flexibility
• Remote-first Global Work Community
• Flexibility of collaborating in the office or the option to work virtually if desired
• Health and dental benefits
• 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
• Extensive video libraries for soft skill and role specific training available 24/7
• Live trainings provided throughout the year