Customer Success Manager

At WorkWave, we build efficiency-enhancing technology that transforms field service and business management. We partner with companies managing distributed workforces, providing the operational backbone they need to stabilize, grow, and scale in complex market conditions. As we advance through 2026, we are doubling down on product innovation—specifically in AI, intelligent scheduling, and predictive analytics—to ensure our platform remains the definitive source of truth for our customers.

We are seeking a tech-forward Customer Success Manager to own and elevate a portfolio of high-impact accounts across North America. Serving as the strategic bridge between our clients’ business goals and the technical power of our platform, you will guide customers through complex workflows, drive deep product adoption, and maximize long-term account retention.

You will join a collaborative, agile team where accountability and continuous growth are central to how we operate. As the primary point of contact for your clients, you’ll combine analytical rigor with a proactive partner mindset—using data-driven insights and trust to help our customers leverage our software to its full strategic potential.

WHAT YOU'LL DO:

• Own the Client Relationship: Serve as the primary partner for your assigned accounts, building trust and ensuring optimal platform utilization while collaborating with Account Management to identify upsell and expansion opportunities.

• Drive Proactive Retention & Growth: Move beyond reactive support by monitoring account health, anticipating client needs, and conducting regular business reviews to align our solutions with customer KPIs.

• Master the Platform: Become a subject matter expert on WorkWave’s technology, guiding field service leaders through complex workflows, feature updates, and platform best practices.

• Advocate for the Customer: Capture front-line insights and feature usage trends, partnering cross-functionally with Product and Engineering teams to directly influence our product roadmap.

• Navigate Operational Complexity: Analyze usage data and performance metrics to help clients overcome operational hurdles, resolve friction points, and build sustainable strategies for growth.

• Handle High-Value Conversations: Possess the emotional intelligence to navigate tough conversations, de-escalate risks, and steer clients toward productive, data-backed solutions.

• Leverage AI & Modern Tools: Incorporate AI workflows and platform insights into your daily routine to drive efficiency, accuracy, and proactive customer outreach.

WHAT YOU'LL BRING:

Bachelor's degree or equivalent practical experience required.

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

Strong understanding of core SaaS metrics (ARR, GRR, NRR, and Churn) and how operational retention impacts business health.

Experience working with modern Customer Success Platforms (e.g., Planhat, Gainsight), CRMs (Salesforce), or enterprise software platforms preferred.

Tech-fluent mindset with natural curiosity for exploring software and finding innovative ways to optimize workflows.

Analytical rigor with strong data skills to interpret platform usage, billing, and scheduling metrics into actionable customer stories.

Proactive problem-solving abilities focused on identifying root causes of churn or low engagement before they impact account health.

Excellent verbal and written communication skills with the emotional intelligence to professionally manage difficult customer situations.

Highly organized, detail-oriented, and able to prioritize effectively in a fast-paced environment.

Consistently delivers results with integrity, accountability, and sound judgment, with a strong desire to continuously learn and adopt emerging tools (including AI).