Medium
Overview
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. 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. Responsibilities
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, 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. Qualifications
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. Nice to have
Experience within the specific industries WorkWave serves (Pest, Lawn & Landscape, Cleaning and Security) is a plus. Project Management (PMP) or other related certifications. ITIL Certifications. Compensation
$95,000 - $105,000 a year In addition to the base salary, this role is bonus eligible. The final offer will be dependent on various factors, including the candidate's qualifications, relevant experience, and the organization's budget. Our Talent Acquisition team will provide more information about the compensation package for this position during the interview process. About WorkWave
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 are key to helping colleagues and customers solve challenges. Our team is energetic, fun, naturally inquisitive and eager to make an impact. Benefits and Growth
Robust benefits package, including health and dental and 401k with company match. Flexible Time Off and paid holidays (role dependent) and paid bonding leave. Tuition reimbursement and comprehensive Employee Assistance Program. 24/7 telehealth and regional discounts/perks. Opportunities to participate in charitable events. Professional growth resources including training libraries and live trainings. Equal Opportunity
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. We encourage you to apply even if you don’t meet every single requirement.
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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. 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. Responsibilities
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, 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. Qualifications
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. Nice to have
Experience within the specific industries WorkWave serves (Pest, Lawn & Landscape, Cleaning and Security) is a plus. Project Management (PMP) or other related certifications. ITIL Certifications. Compensation
$95,000 - $105,000 a year In addition to the base salary, this role is bonus eligible. The final offer will be dependent on various factors, including the candidate's qualifications, relevant experience, and the organization's budget. Our Talent Acquisition team will provide more information about the compensation package for this position during the interview process. About WorkWave
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 are key to helping colleagues and customers solve challenges. Our team is energetic, fun, naturally inquisitive and eager to make an impact. Benefits and Growth
Robust benefits package, including health and dental and 401k with company match. Flexible Time Off and paid holidays (role dependent) and paid bonding leave. Tuition reimbursement and comprehensive Employee Assistance Program. 24/7 telehealth and regional discounts/perks. Opportunities to participate in charitable events. Professional growth resources including training libraries and live trainings. Equal Opportunity
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. We encourage you to apply even if you don’t meet every single requirement.
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