Customer Success Manager

WorkWave

Customer Success Manager helping service businesses optimize WorkWave’s field-service software. Driving retention, growth, platform adoption, and product improvements through data-led client partnerships.

Posted 9/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $125,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in SaaS Customer Success and Account Management, with a strong focus on analyzing metrics such as ARR, GRR, NRR, and Churn to drive client engagement and retention. Proficient in utilizing Customer Success Platforms and CRMs to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

SaaS Customer SuccessAccount ManagementCustomer Success PlatformsData AnalysisEmotional Intelligence

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SaaS MetricsData InterpretationOperational StrategyWorkflow OptimizationFeature Usage Analysis

Soft Skills

Proactive Problem-SolvingExcellent CommunicationEmotional IntelligenceOrganizational SkillsDetail-Oriented

Tools & Technologies

PlanhatGainsightSalesforceAI Workflows

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Client-Facing RolesMid-Market AccountsEnterprise AccountsCustomer KPIsContinuous Learning

About the role

Key responsibilities & impact

Serve as the primary partner for assigned accounts, building trust and ensuring optimal platform utilization
Collaborate with Account Management to identify upsell and expansion opportunities
Monitor account health, anticipate client needs, and conduct regular business reviews aligned with customer KPIs
Become a subject matter expert on WorkWave’s technology and guide field service leaders through complex workflows, feature updates, and best practices
Capture customer insights and feature usage trends to influence the product roadmap with Product and Engineering
Analyze usage data and performance metrics to resolve operational hurdles and build sustainable growth strategies
Navigate difficult conversations, de-escalate risks, and guide clients toward data-backed solutions
Incorporate AI workflows and platform insights to improve efficiency, accuracy, and proactive customer outreach

Requirements

What you’ll need

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 SaaS metrics, including ARR, GRR, NRR, and Churn
Experience with Customer Success Platforms such as Planhat or Gainsight, CRMs such as Salesforce, or enterprise software platforms preferred
Tech-fluent mindset and curiosity for exploring software and optimizing workflows
Strong data skills to interpret platform usage, billing, and scheduling metrics
Proactive problem-solving focused on identifying root causes of churn or low engagement
Excellent verbal and written communication skills
Emotional intelligence to professionally manage difficult customer situations
Highly organized, detail-oriented, and able to prioritize in a fast-paced environment
Integrity, accountability, sound judgment, continuous learning, and willingness to adopt emerging tools including AI

Benefits

Comp & perks

Remote work flexibility and virtual work option
Health and dental insurance
401(k) with company match
Flexible Time Off policy or generous PTO plan
Paid holidays
Up to 4 weeks paid bonding leave
Tuition reimbursement
Employee Assistance Program with free 24/7/365 counseling, financial counseling, legal guidance, and adoption assistance services
24/7 access to virtual medical care through Teladoc
Quarterly peer-nominated awards
Regional discounts and perks
Charitable event participation opportunities
24/7 access to soft-skill and role-specific training video libraries
Live training throughout the year