Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +6 more states.

📋 Description

• Act as the primary liaison for WorkWave's enterprise clients, fostering communication and alignment on key strategic initiatives.

• Organize and oversee large-scale, intricate projects across designated accounts.

• Manage the entire range of services and purchases within the client portfolio.

• Guide, manage, or influence both internal WorkWave resources and customer resources to ensure successful outcomes and timely task fulfillment.

• Identify strategic opportunities to enhance customer relationships and journeys.

• Serve as the escalation point for critical customer concerns.

• Monitor, address, and report on risks of churn and strategies for mitigation.

• Facilitate regular Executive Business Reviews with assigned accounts and senior customer leadership.

• Collaborate with Sales to drive growth, upsell opportunities, and revenue objectives.

• Mentor and support junior team members.

• Work in collaboration with peers, management, and senior leadership on issues, escalations, and strategic alignment.

• Travel to customer meetings, trade shows, or networking events up to 10% of the time.

⛳️ Requirements

• Previous experience in the SaaS, Tech, or Software sector is essential.

• Extensive knowledge of SaaS and project methodologies.

• Demonstrated success in managing and delivering a portfolio of complex projects within a customer base.

• Strong grasp of customer service with significant experience in developing and managing complex customer relationships.

• Prior experience working directly with enterprise-level accounts is required.

• Outstanding presentation and communication skills, with the ability to adapt to both technical teams and customer executives.

• Strong capabilities in complex problem-solving, change management, and conflict resolution.

• Capacity to make important decisions with minimal daily supervision.

• A comprehensive understanding of customer success and its influence on revenue, retention, and business growth.

• Experience in the Pest, Lawn & Landscape, Cleaning, or Security industries is a plus.

• Project Management (PMP) or related certifications are advantageous.

• ITIL certifications are a plus.

🏝️ Benefits

• Flexibility for remote work and a remote-first global work environment.

• Option to collaborate in the office or work virtually.

• Health and dental insurance coverage.

• 401k plan with company matching.

• Flexible Time Off policy or a generous PTO plan (depending on the role).

• Paid holidays.

• Up to 4 weeks of paid bonding leave.

• Tuition reimbursement program.

• Employee Assistance Program through TotalCare, offering free 24/7/365 counseling, financial guidance, legal assistance, and adoption support services.

• 24/7 access to virtual medical services through Teladoc.

• Quarterly awards based on peer nominations.

• Regional discounts and perks.

• Opportunities to engage in charitable events and contribute to the community.

• Extensive video libraries for soft-skill and role-specific training available 24/7.

• Live training sessions throughout the year.

• Eligibility for bonuses.