Job description

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. What You Should Know About Us WorkWave, we combine the reach of a global tech leader with the agility and energy of a startup. We’re laid-back yet high-performing, customer-obsessed, and built on trust and collaboration. Whether you work remotely or in the office, you’ll join a inclusive, curious team dedicated to building best-in-class software. How We Work: Remote-First Flexibility Work From Anywhere: Join our global, remote-first community across 30+ states and 7 countries. Modern HQ & Hubs: Prefer an office environment or need a place to collaborate? Drop into regional offices or our state-of-the-art HQ at the historic Bell Works complex in Holmdel, NJ. Perks & 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. Why Join WorkWave? Award-Winning Culture: 10-time winner of NJBiz’s Best Place to Work in NJ , plus accolades from Inc. 5000 , the SaaS Awards , and The Software Report . Real Impact: Your ideas matter here, and your work directly drives client success. Equal Opportunity & Belonging WorkWave is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Don't check every single box? Apply anyway. Studies show that women and underrepresented groups often hesitate to apply unless they meet 100% of the qualifications. If you’re excited about this role and your experience aligns with our goals, we want to hear from you. Note: WorkWave uses AI tools to assist recruiters in reviewing application materials. AI supports our process, but final hiring decisions are always made by humans.

Requirements

Must-haves

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.
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.
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.
What You Should Know About Us
How We Work: Remote-First Flexibility
Work From Anywhere: Join our global, remote-first community across 30+ states and 7 countries.
Modern HQ & Hubs: Prefer an office environment or need a place to collaborate? Drop into regional offices or our state-of-the-art HQ at the historic Bell Works complex in Holmdel, NJ.

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Benefits

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Dental

401(K)

Pto

Wellness