Customer Success Manager

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:

• Prior experience in the SaaS, Tech, or Software space is a must.
• Extensive experience with SaaS and project methodologies.
• Proven track record of managing and delivering a portfolio of complex projects within a customer base.
• Solid grasp of customer service and extensive experience developing and managing complex customer relationships.
• Prior experience working directly with enterprise-level accounts.
• Exceptional presentation and communication skills, with the ability to adapt to audiences from technical teams to customer executives.
• Strong capacity for Complex Problem-Solving, Change Management, and Conflict Resolution.
• Ability to exercise key decision-making responsibility with limited daily supervision.
• A "big picture" perspective of customer success and its impact on revenue, retention, and business growth.

WHAT WOULD ALSO BE AWESOME:

• Experience within the specific industries WorkWave serves (Pest, Lawn & Landscape, Cleaning and Security) is a HUGE plus.
• Project Management (PMP) or other related certifications.
• ITIL Certifications.

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:

• We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers
• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses
• We openly accept others as they are and build strong partnerships based on trust
• Teamwork and collaboration is key to help our colleagues and customers solve their challenges
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!

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

• Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority.

A GLOBAL COMPANY WITH A LOCAL PRESENCE:

• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.
• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.

RELAX, WE'VE GOT YOU COVERED:

• Employees can expect a robust benefits package, including health and dental and 401k with company match

AND BEYOND...

• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 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

GROW WITH US:

• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year

JOIN OUR WINNING TEAM!

• 10 Time winner of Best Place to Work in New Jersey by NJBiz!
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)

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.