VP of Customer Success

Employment Type

Full-time

About the Role

WorkWave is seeking a transformative and strategic Vice President of Customer Success to build and lead a world-class global Customer Success organization from the ground up. This is a high-impact leadership role responsible for driving customer adoption, retention, growth, and satisfaction across our RealGreen, PestPac, and TEAM software portfolios. The VP of CS will define the customer journey, deploy scalable programs across segments, and serve as the key voice of the customer across the business.

What You'll Do

Strategic Leadership

• Develop and execute the vision, strategy, and operational plan for a scalable and segmented Customer Success model.
• Define the customer journey for SMB, Enterprise, and Strategic accounts across the US, UK, and Australia.
• Build and lead a high-performing global Customer Success Management (CSM) team, aligned with WorkWave’s strategic growth goals.

Operational Excellence

• Create onboarding, engagement, value realization, renewal, and expansion playbooks tailored to each segment.
• Implement Customer Health Scoring and risk mitigation frameworks.
• Roll out and operationalize a Customer Success platform (e.g., Gainsight) and integrate with Salesforce and other tools.
• Establish appropriate tech-touch and high-touch models with the right coverage and capacity planning.

Cross-Functional Impact

• Collaborate deeply with Sales, Renewals, Professional Services, Support, Product, and Marketing to ensure end-to-end customer success.
• Lead the Executive Sponsorship program and participate in key customer engagements.

Metrics & Outcomes

• Own and improve key SaaS CS metrics including Gross Retention Rate (GRR), Net Revenue Retention (NRR), adoption, Customer Lifetime Value (CLV), churn, and NPS.
• Establish data-driven dashboards, KPIs, and forecasting tools to manage performance and risk.
• Drive revenue expansion through value realization and partnership with Sales and Marketing on cross-sell and upsell strategies.

What You'll Bring

• 10+ years of experience in Customer Success at enterprise SaaS companies, with 5+ years in leadership roles.
• Demonstrated experience building and scaling Customer Success organizations from the ground up.
• Deep knowledge of both high-touch Enterprise and tech-touch SMB models.
• Experience with Customer Success tools (e.g., Gainsight) and CRMs (e.g., Salesforce).
• Track record of improving and sustaining CS metrics (GRR, NRR, churn, NPS).
• Strong communication, executive presence, and customer relationship skills.
• Ability to thrive in cross-functional environments and influence at all levels.
• Analytical mindset with a passion for leveraging data and insights to drive decisions.
• Strong leadership experience, particularly around people management and organizational change management.
• Bachelor’s degree required; MBA or related advanced degree is a plus.
• Willingness to travel up to 10–15%, primarily for customer on-sites and strategic internal meetings.

Compensation

• $195,000 - $235,000 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 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 help our colleagues and customers solve their challenges.
• Our team is energetic, fun, naturally inquisitive, and eager to make an impact.