Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the primary contact for your accounts, ensuring they derive the utmost value from the WorkWave platform while collaborating with the Account Manager to obtain a comprehensive understanding of the customer and aid in upsell opportunities.

• Transition from merely reactive support to proactively anticipating client needs, identifying growth opportunities, and aligning our solutions with their business objectives.

• Gain in-depth knowledge of our solutions. You will serve as the internal authority for your clients, assisting them in comprehending the features and benefits available to support their business requirements.

• Relay your insights back to our Product and Engineering teams. Being on the front lines, your observations about feature utilization (or lack thereof) will directly shape our development roadmap. Advocate for innovative thinking.

• Navigate the intricacies and complexities of our customers' needs, their workforce, and the individuals they serve, equipping our customers with data and insights to help them flourish and tackle challenges.

⛳️ Requirements

• A minimum of 3 years of experience in SaaS renewals, Customer Success, Professional Services, or Account Management, specifically managing or engaging at the mid-market or enterprise level.

• Familiarity with SaaS metrics (ARR, GRR, NRR, and Churn) and their influence on company valuation.

• Experience with Planhat or similar Customer Success Platforms is advantageous.

• A Bachelor's degree is required.

🏝️ Benefits

• Employees can look forward to a comprehensive benefits package that includes health and dental coverage, as well as a 401k plan with company matching.

• Achieve a harmonious work/life balance with our Flexible Time Off policy or generous PTO plan (role-dependent) alongside paid holidays.

• Up to 4 weeks of paid bonding leave.

• Tuition reimbursement opportunities.

• A robust Employee Assistance Program through TotalCare, providing free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services, and much more!

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

• Quarterly awards based on nominations from peers.

• Regional discounts and perks.

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