Customer Success Manager

Job not on LinkedIn

October 9

🏖️ New Jersey – Remote

Although this job is listed in New Jersey, this company may be open to hiring remote in other states.

💵 $95k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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WorkWave

WebsiteLinkedInAll Job Openings

SaaS • Transport • B2B

WorkWave is a leading provider of field service management software designed to enhance the efficiency of businesses across a wide range of industries. Their software solutions streamline operations, optimize workflows, and improve customer experiences. WorkWave's products encompass CRM & ERP software, field operations management, routing and scheduling, billing and payments, along with fintech and marketing solutions. With tools tailored for industries such as pest control, cleaning, HVAC, lawn care, and delivery, WorkWave aims to support businesses in increasing operational efficiency and customer satisfaction through technology-driven solutions.

1001 - 5000 employees

Founded 1984

☁️ SaaS

🚗 Transport

🤝 B2B

📋 Description

• Serve as the principal point of contact for WorkWave's enterprise customers, driving communication and alignment on strategic initiatives. • Coordinate and lead large-scale and complex projects within your book of accounts, managing the complete portfolio of services and purchases within the customer base. • Lead, manage, or influence both internal WorkWave resources and customer resources to achieve successful outcomes and ensure timely task completion. • Proactively identify strategic opportunities to improve the overall customer relationship and journey, aligning with major changes in the customer's business operations. • Act as the escalation point of contact for critical customer issues. • Monitor, address, and report on potential churn risks and mitigation strategies, demonstrating strong financial acumen regarding account health. • Lead the regular cadence of Executive Business Reviews with assigned accounts and senior customer leadership. • Collaborate closely with the Sales team to identify areas of growth, upsell opportunities ("White Space"), and align on revenue goals. • Coach and assist other more junior team members as needed. • Collaborate with peers, management, and senior leadership on issues, escalations, and strategic alignment. • Up to 10% travel required: there may be times where meetings may fall outside of the core business hours, and you must be open to travel to customer meetings, trade shows or networking events.

🎯 Requirements

• Prior experience in the SaaS, Tech, or Software space is a must. • Extensive experience with SaaS and project methodologies. • Proven track record of managing and delivering a portfolio of complex projects within a customer base. • Solid grasp of customer service and extensive experience developing and managing complex customer relationships. • Prior experience working directly with enterprise-level accounts. • Exceptional presentation and communication skills, with the ability to adapt to audiences from technical teams to customer executives. • Strong capacity for Complex Problem-Solving, Change Management, and Conflict Resolution. • Ability to exercise key decision-making responsibility with limited daily supervision. • A "big picture" perspective of customer success and its impact on revenue, retention, and business growth.

🏖️ Benefits

• Employees can expect a robust benefits package, including health and dental and 401k with company match • Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and 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