Customer Success Manager - Remote

Overview

The Customer Success Manager is a key enterprise-facing leadership position responsible for fostering deep, strategic partnerships with WorkWave's largest customers, ensuring successful adoption of solutions and maximizing value realization throughout the customer journey.

In Short

• Serve as the principal point of contact for WorkWave's enterprise customers.
• Coordinate and lead large-scale and complex projects within your book of accounts.
• Manage the complete portfolio of services and purchases within the customer base.
• Proactively identify strategic opportunities to improve customer relationships.
• Act as the escalation point of contact for critical customer issues.
• Monitor and report on potential churn risks and mitigation strategies.
• Lead regular Executive Business Reviews with assigned accounts.
• Collaborate closely with the Sales team for growth and upsell opportunities.
• Coach and assist junior team members as needed.
• Up to 10% travel required for customer meetings and events.

Requirements

• Prior experience in the SaaS, Tech, or Software space.
• Extensive experience with SaaS and project methodologies.
• Proven track record of managing complex projects.
• Solid grasp of customer service and managing complex relationships.
• Experience with enterprise-level accounts.
• Exceptional presentation and communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to make decisions with limited supervision.
• A big picture perspective of customer success impact on business growth.

Benefits

• Opportunity to work with a passionate team.
• Engagement with a wide range of industries.
• Access to professional development resources.
• Potential for career advancement within the company.
• Flexible work environment.