Customer Success Manager at Workwave

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Fintech, Field ServicesIndustries

Requirements

Prior experience in the SaaS, Tech, or Software space
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
Up to 10% travel required; openness to meetings outside core business hours

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 ("White Space"), 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

Skills

Key technologies and capabilities for this role

Customer Success ManagementStrategic Account ManagementProject ManagementStakeholder ManagementRisk ManagementCustomer EngagementCustomer AdvocacyEscalation ManagementSaaS Adoption

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This information is not specified in the job description.

What salary or compensation can I expect for this Customer Success Manager role?

This information is not specified in the job description.

What key skills and experience are required for this role?

Prior experience in the SaaS, Tech, or Software space is required, along with extensive experience with SaaS and project methodologies, and a proven track record of managing and delivering a portfolio of complex projects.

What is the company culture like at WorkWave?

WorkWave has a passionate team with an unwavering commitment to helping customers thrive, focused on empowering mobile service workers through innovative software solutions.

What makes a strong candidate for the Customer Success Manager position?

Candidates with prior SaaS/tech experience, expertise in project methodologies, and a proven track record in managing complex projects will stand out, especially those ready to handle enterprise accounts with autonomy.

Workwave

Software solutions for field service management

About Workwave

WorkWave specializes in software solutions for field service management, catering to businesses that provide services at customer locations, such as pest control, lawn care, and HVAC. Its suite of products includes tools for scheduling, dispatching, customer relationship management (CRM), billing, and mobile workforce management, all designed to automate processes and enhance operational efficiency. WorkWave operates on a subscription model, allowing clients to customize their software access based on their needs and scale as their business grows. Additionally, the company offers specialized services for private equity investors, providing support and resources to optimize investments in the field service sector. WorkWave's goal is to continuously improve its offerings and ensure clients have access to the latest technologies while fostering a remote-first work environment for its employees.

Holmdel Township, New JerseyHeadquarters

1984Year Founded

$8.1MTotal Funding

SEEDCompany Stage

Enterprise Software, Financial ServicesIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Paid Holidays

Mental Health Support

Tuition Reimbursement

Paid Sick Leave

Risks

Increased competition from FieldEdge, Housecall Pro, and ServiceTitan threatens market share.

TEAM Software acquisition may pose integration challenges and distract from core operations.

Economic uncertainty could lead businesses to cut back on software investments.

Differentiation

WorkWave offers AI-driven route optimization, unique in the green industry.

The company provides flexible financing options through partnerships with Wisetack and YouLend.

WorkWave's PestPac platform is modernized and internationally accessible, enhancing global reach.

Upsides

WorkWave's software bookings increased by 34% in Q3 year over year.

The company saw a 66% increase in new customers compared to Q3 2022.

WorkWave's strategic partnerships enhance customer satisfaction and sales potential.

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