WorkWave
WorkWave is seeking a transformative and strategic
Vice President of Customer Success
to build and lead a world-class global Customer Success organization from the ground up. This is a high-impact leadership role responsible for driving customer adoption, retention, growth, and satisfaction across our RealGreen, PestPac, and TEAM software portfolios. The VP of CS will define the customer journey, deploy scalable programs across segments, and serve as the key voice of the customer across the business.
WHAT YOU'LL DO
Strategic Leadership: Develop and execute the vision, strategy, and operational plan for a scalable and segmented Customer Success model.
Define the customer journey for SMB, Enterprise, and Strategic accounts across the US, UK, and Australia.
Build and lead a high-performing global Customer Success Management (CSM) team, aligned with WorkWave’s strategic growth goals.
Operational Excellence: Create onboarding, engagement, value realization, renewal, and expansion playbooks tailored to each segment.
Implement Customer Health Scoring and risk mitigation frameworks.
Roll out and operationalize a Customer Success platform (e.g., Gainsight) and integrate with Salesforce and other tools.
Establish appropriate tech-touch and high-touch models with the right coverage and capacity planning.
Cross-Functional Impact: Collaborate with Sales, Renewals, Professional Services, Support, Product, and Marketing to ensure end-to-end customer success.
Lead the Executive Sponsorship program and participate in key customer engagements.
Metrics & Outcomes: Own and improve key SaaS CS metrics including GRR, NRR, adoption, CLV, churn, and NPS.
Establish data-driven dashboards, KPIs, and forecasting tools to manage performance and risk.
Drive revenue expansion through value realization and partnership with Sales and Marketing on cross-sell and upsell strategies.
WHAT YOU’LL BRING
10+ years of experience in Customer Success at enterprise SaaS companies, with 5+ years in leadership roles.
Demonstrated experience building and scaling Customer Success organizations from the ground up.
Deep knowledge of both high-touch Enterprise and tech-touch SMB models.
Experience with Customer Success tools (e.g., Gainsight) and CRMs (e.g., Salesforce).
Track record of improving and sustaining CS metrics (GRR, NRR, churn, NPS).
Strong communication, executive presence, and customer relationship skills.
Ability to thrive in cross-functional environments and influence at all levels.
Analytical mindset with a passion for leveraging data and insights to drive decisions.
Strong leadership experience, particularly around people management and organizational change management.
Bachelor’s degree required; MBA or related advanced degree is a plus.
Willingness to travel up to 10–15%, primarily for customer on-sites and strategic internal meetings.
$195,000 - $235,000 a year. In addition to the base salary this role is bonus eligible; the final offer will depend on various factors, including qualifications, relevant experience, and budget. Our Talent Acquisition team will provide more information about the compensation package during the interview process.
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 innovative best-in-class solutions that directly contribute to customer success.
We care deeply and deliver service and solutions that make a real difference in our clients’ lives.
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, inquisitive and eager to make an impact; join us!
LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT
Join our Remote-First Global Work Community: WorkWave provides a remote-first global work environment that encourages growth, creativity, and collaboration.
A GLOBAL COMPANY WITH A LOCAL PRESENCE
WorkWave supports a healthy work/life balance and offers flexible in-office or virtual work options.
HQ located in Holmdel Township, New Jersey; offices available for collaboration when needed.
Employees in over 30 states, 7 countries, and multiple regional offices with local perks.
We value diversity and foster a community that cares about our products, clients, and colleagues.
RELAX, WE'VE GOT YOU COVERED
Robust benefits including health and dental and 401k with company match.
AND BEYOND
Flexible Time Off or generous PTO (role dependent) and paid holidays.
Up to 4 weeks paid bonding leave.
Tuition reimbursement.
Employee Assistance Program with 24/7/365 counseling and more.
24/7 virtual medical care with Teladoc.
Quarterly awards based on peer nominations.
Regional discounts and perks and opportunities to participate in charitable events.
GROW WITH US
We reward intellectual curiosity and growth; employees can explore other roles within the company.
Extensive video libraries for soft skills and role-specific training; live trainings provided throughout the year.
JOIN OUR WINNING TEAM
10-time winner of Best Place to Work in New Jersey by NJBiz.
Awards including Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work (Inc. Magazine).
Named in The Software Report's Top 100 Software Companies list (2022).
EEO STATEMENT : We’re an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. If your background doesn’t align with every qualification, we encourage you to apply anyway.
WorkWave supports salary transparency; salary estimates from external sites may not reflect the actual salary range for this position.
#J-18808-Ljbffr
Vice President of Customer Success
to build and lead a world-class global Customer Success organization from the ground up. This is a high-impact leadership role responsible for driving customer adoption, retention, growth, and satisfaction across our RealGreen, PestPac, and TEAM software portfolios. The VP of CS will define the customer journey, deploy scalable programs across segments, and serve as the key voice of the customer across the business.
WHAT YOU'LL DO
Strategic Leadership: Develop and execute the vision, strategy, and operational plan for a scalable and segmented Customer Success model.
Define the customer journey for SMB, Enterprise, and Strategic accounts across the US, UK, and Australia.
Build and lead a high-performing global Customer Success Management (CSM) team, aligned with WorkWave’s strategic growth goals.
Operational Excellence: Create onboarding, engagement, value realization, renewal, and expansion playbooks tailored to each segment.
Implement Customer Health Scoring and risk mitigation frameworks.
Roll out and operationalize a Customer Success platform (e.g., Gainsight) and integrate with Salesforce and other tools.
Establish appropriate tech-touch and high-touch models with the right coverage and capacity planning.
Cross-Functional Impact: Collaborate with Sales, Renewals, Professional Services, Support, Product, and Marketing to ensure end-to-end customer success.
Lead the Executive Sponsorship program and participate in key customer engagements.
Metrics & Outcomes: Own and improve key SaaS CS metrics including GRR, NRR, adoption, CLV, churn, and NPS.
Establish data-driven dashboards, KPIs, and forecasting tools to manage performance and risk.
Drive revenue expansion through value realization and partnership with Sales and Marketing on cross-sell and upsell strategies.
WHAT YOU’LL BRING
10+ years of experience in Customer Success at enterprise SaaS companies, with 5+ years in leadership roles.
Demonstrated experience building and scaling Customer Success organizations from the ground up.
Deep knowledge of both high-touch Enterprise and tech-touch SMB models.
Experience with Customer Success tools (e.g., Gainsight) and CRMs (e.g., Salesforce).
Track record of improving and sustaining CS metrics (GRR, NRR, churn, NPS).
Strong communication, executive presence, and customer relationship skills.
Ability to thrive in cross-functional environments and influence at all levels.
Analytical mindset with a passion for leveraging data and insights to drive decisions.
Strong leadership experience, particularly around people management and organizational change management.
Bachelor’s degree required; MBA or related advanced degree is a plus.
Willingness to travel up to 10–15%, primarily for customer on-sites and strategic internal meetings.
$195,000 - $235,000 a year. In addition to the base salary this role is bonus eligible; the final offer will depend on various factors, including qualifications, relevant experience, and budget. Our Talent Acquisition team will provide more information about the compensation package during the interview process.
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 innovative best-in-class solutions that directly contribute to customer success.
We care deeply and deliver service and solutions that make a real difference in our clients’ lives.
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, inquisitive and eager to make an impact; join us!
LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT
Join our Remote-First Global Work Community: WorkWave provides a remote-first global work environment that encourages growth, creativity, and collaboration.
A GLOBAL COMPANY WITH A LOCAL PRESENCE
WorkWave supports a healthy work/life balance and offers flexible in-office or virtual work options.
HQ located in Holmdel Township, New Jersey; offices available for collaboration when needed.
Employees in over 30 states, 7 countries, and multiple regional offices with local perks.
We value diversity and foster a community that cares about our products, clients, and colleagues.
RELAX, WE'VE GOT YOU COVERED
Robust benefits including health and dental and 401k with company match.
AND BEYOND
Flexible Time Off or generous PTO (role dependent) and paid holidays.
Up to 4 weeks paid bonding leave.
Tuition reimbursement.
Employee Assistance Program with 24/7/365 counseling and more.
24/7 virtual medical care with Teladoc.
Quarterly awards based on peer nominations.
Regional discounts and perks and opportunities to participate in charitable events.
GROW WITH US
We reward intellectual curiosity and growth; employees can explore other roles within the company.
Extensive video libraries for soft skills and role-specific training; live trainings provided throughout the year.
JOIN OUR WINNING TEAM
10-time winner of Best Place to Work in New Jersey by NJBiz.
Awards including Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work (Inc. Magazine).
Named in The Software Report's Top 100 Software Companies list (2022).
EEO STATEMENT : We’re an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. If your background doesn’t align with every qualification, we encourage you to apply anyway.
WorkWave supports salary transparency; salary estimates from external sites may not reflect the actual salary range for this position.
#J-18808-Ljbffr