Customer Success Manager

Job Description

Job Description

At WorkWave, we build innovative software and fintech solutions for the people who keep our world safe, clean, and beautiful, from pest control to lawn care, commercial cleaning to security services. With over 8,000 customers around the globe, our platform helps these hardworking service professionals run and grow their businesses from end to end : from customer acquisition to scheduling, billing, payments, and beyond.

Our vision is simple but powerful : empower the world’s mobile service workers to build a brighter future. And we back that up with decades of experience, a passionate team, and an unwavering commitment to helping our customers thrive.

The Customer Success Manager is a key enterprise-facing leadership position responsible for fostering deep, strategic partnerships with WorkWave's largest customers. This role serves as the principal point of contact and customer advocate, driving customer engagement, ensuring successful adoption of solutions, and maximizing value realization throughout the customer journey. The Customer Success Manager oversees the complete customer experience—from project delivery to strategic growth and retention—while proactively managing risk across the account base and handling the most complex projects and tasks with a high degree of autonomy.

WHAT YOU'LL DO :

• 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.

WHAT YOU'LL BRING :

WHAT WOULD ALSO BE AWESOME :

In addition to the base salary, this role is bonus eligible. The final offer will be dependent on various factors, including the candidate's qualifications, relevant experience, and the organization's budget. Our Talent Acquisition team will provide more information about the compensation package for this position during the interview process.

A FEW WORDS FROM THE HIRING MANAGER :

"The Customer Success Manager is a vital role, acting as the bridge between our strategic enterprise customers and WorkWave's long-term vision. We are looking for an independent, highly strategic leader who is passionate about creating deep, enduring partnerships and driving successful outcomes across large, complex projects."

WHAT YOU SHOULD KNOW ABOUT US :

LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT :

A GLOBAL COMPANY WITH A LOCAL PRESENCE :

RELAX, WE'VE GOT YOU COVERED :

AND BEYOND...

GROW WITH US :

JOIN OUR WINNING TEAM!

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status :   Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!

WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.