Customer Success Manager (CSM) at WorkWave

Core Responsibilities:

As a Customer Success Manager (CSM), you will drive long-term customer value, product adoption, portfolio retention, and growth across key accounts. Working alongside an Account Manager (AM) and Renewal Manager (RM), you will:

• Value Realization & Success Planning: Conduct collaborative strategic planning sessions to build personalized, step-by-step success roadmaps and establish mutual KPIs to track and measure ROI on a quarterly basis.

• Portfolio Retention & Account Health: Proactively monitor account health, identify potential renewal risks, and implement mitigation strategies to maintain high team portfolio retention.

• Growth & Opportunity Identification: Uncover customer expansion potential and pass Customer Success Qualified Leads (CSQLs) to the sales team to support upsell initiatives.

• Executive Engagement & Governance: Lead Executive Business Reviews (EBRs) and Business Outcome Reviews with key client stakeholders to validate ROI, discuss long-term strategic initiatives, and align product roadmaps.

• Cross-Functional Triad Alignment: Partner with Account Managers and Renewal Managers on strategic account plans, commercial terms, whitespace expansion, and contract renewals.

• Process & Tooling Adoption: Incorporate internal CS enablement platforms (e.g., Planhat), risk protocols, and modern AI-driven workflows into daily management routines.

Qualifications & Requirements:

To excel in this role, you must bring:

• ERP Experience Required: 2-3 years of experience (or similar complex enterprise software ecosystems like SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field service/operations management platforms).

• Customer Success Track Record: Proven background managing enterprise or mid-market customer portfolios in B2B SaaS, with a demonstrated track record of driving retention, adoption, and growth.

• Strategic Relationship Management: Strong executive presence with experience presenting to C-suite and VP-level decision makers during Executive Business Reviews.

• Analytical & Goal-Oriented: Ability to define, track, and present business KPIs and quantifiable business outcomes.

• Technical & Process Aptitude: Comfort adopting modern Customer Success platforms (e.g., Planhat, Gainsight) and AI workflows into daily routines.

• Travel: Ability to travel for client onsite visits as needed.