Customer Success Manager

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

Requirements:

• 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