Customer Success Manager

🕒 September 10

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WorkWave

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

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.

📋 Description

• Serve as the primary partner for assigned accounts and build trusted client relationships • Ensure optimal platform utilization and collaborate with Account Management on upsell and expansion opportunities • Monitor account health, anticipate client needs, and conduct regular business reviews aligned with customer KPIs • Become a subject matter expert on WorkWave’s technology and guide field service leaders through complex workflows, feature updates, and best practices • Capture customer insights and feature usage trends and partner with Product and Engineering to influence the product roadmap • Analyze usage data and performance metrics to help clients overcome operational hurdles and develop sustainable growth strategies • Navigate difficult conversations, de-escalate risks, and guide clients toward data-backed solutions • Incorporate AI workflows and platform insights into daily customer success activities

🎯 Requirements

• 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 SaaS metrics including ARR, GRR, NRR, and Churn • Experience with Customer Success Platforms such as Planhat or Gainsight, CRMs such as Salesforce, or enterprise software platforms preferred • Tech-fluent mindset and curiosity for exploring software and optimizing workflows • Strong data skills to interpret platform usage, billing, and scheduling metrics • Proactive problem-solving abilities focused on identifying root causes of churn or low engagement • Excellent verbal and written communication skills • Emotional intelligence to professionally manage difficult customer situations • Highly organized, detail-oriented, and able to prioritize effectively in a fast-paced environment • Integrity, accountability, sound judgment, and willingness to continuously learn and adopt emerging tools, including AI

🏖️ Benefits

• Remote work flexibility and virtual work options • Health and dental insurance • 401(k) with company match • Flexible Time Off policy or generous PTO plan, role dependent • Paid holidays • Up to 4 weeks paid bonding leave • Tuition reimbursement • Employee Assistance Program through TotalCare, including free counseling 24/7/365, financial counseling, legal guidance, and adoption assistance services • 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 throughout the year