Customer Success Manager

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

📋 Description

• Act as the main partner for designated accounts and foster trusted relationships with clients.

• Ensure maximum utilization of the platform while collaborating with Account Management to identify upsell and expansion opportunities.

• Track account health, anticipate client needs, and perform regular business reviews that align with customer KPIs.

• Become a subject matter expert on WorkWave’s technology, guiding field service leaders through intricate workflows, feature updates, and best practices.

• Gather customer insights and feature usage trends, collaborating with Product and Engineering to shape the product roadmap.

• Analyze usage data and performance metrics to assist clients in overcoming operational challenges and developing sustainable growth strategies.

• Manage challenging conversations, de-escalate risks, and steer clients towards data-driven solutions.

• Integrate AI workflows and platform insights into everyday customer success activities.

⛳️ Requirements

• A bachelor's degree or equivalent practical experience is required.

• A minimum of 3 years of experience in SaaS Customer Success, Account Management, Professional Services, or similar client-facing roles managing mid-market or enterprise accounts.

• Strong comprehension of SaaS metrics, including ARR, GRR, NRR, and Churn.

• Familiarity with Customer Success Platforms such as Planhat or Gainsight, CRMs like Salesforce, or enterprise software platforms is preferred.

• A tech-savvy mindset and curiosity for exploring software and optimizing workflows.

• Strong analytical skills to interpret platform usage, billing, and scheduling metrics.

• Proactive problem-solving skills geared towards identifying the root causes of churn or low engagement.

• Outstanding verbal and written communication abilities.

• Emotional intelligence to professionally handle difficult customer situations.

• Highly organized, detail-oriented, and capable of prioritizing effectively in a fast-paced environment.

• Integrity, accountability, sound judgment, and a commitment to continuous learning and the adoption of emerging tools, including AI.

🏝️ Benefits

• Flexibility for remote work and virtual work options.

• Health and dental insurance.

• 401(k) 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.

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

• 24/7 access to virtual medical care via 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.