[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. WorkWave provides software solutions for service businesses. The Customer Success Manager drives long-term customer value, product adoption, retention, and growth across key accounts through strategic success planning, executive engagement, and collaboration with account and renewal managers.

Responsibilities

• 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

Skills

• 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)
• Proven background managing enterprise or mid-market customer portfolios in B2B SaaS, with a demonstrated track record of driving retention, adoption, and growth
• Strong executive presence with experience presenting to C-suite and VP level decision makers during Executive Business Reviews
• Ability to define, track, and present business KPIs and quantifiable business outcomes
• Comfort adopting modern Customer Success platforms (e.g., Planhat, Gainsight), CS enablement frameworks, and AI workflows into daily routines

Benefits

• Comprehensive medical and dental
• 401(k) match
• 24/7 Teladoc virtual care
• 24/7 EAP support (counseling, legal, and financial guidance)
• Flexible Time Off or generous PTO (role-dependent)
• Paid holidays
• Paid parental bonding leave
• 24/7 access to soft-skill and technical training libraries
• Strong internal mobility programs
• Peer-nominated programs
• Regional discounts
• Team volunteer opportunities
• Work from anywhere across 30+ states and 7 countries
• Access to regional offices or the HQ at the historic Bell Works complex in Holmdel, NJ

Company Overview