Are you a passionate advocate for customer success, driven to empower businesses to thrive through innovative technology? WorkWave is seeking a dynamic Customer Success Manager to join our rapidly evolving team. In this pivotal, fully remote role, you will be the trusted partner for our global clients, guiding them to unlock the full potential of our cutting-edge software and FinTech solutions. If you're ready to make a tangible impact on the success of businesses that keep our world running – from pest control to lawn care, commercial cleaning to security services – and contribute to a company at the forefront of AI, scheduling, and analytics innovation, we invite you to be part of our mission.

Overview

At WorkWave, we are the operational backbone for over 8,000 service professionals worldwide. We build innovative software and FinTech solutions that empower these hardworking businesses to run and grow efficiently, even in complex market conditions. As we accelerate into 2026, our commitment to product innovation, particularly in AI, scheduling, and analytics, ensures our platform remains the definitive source of truth for our customers. You will join a high-impact, customer-focused Customer Success team that is undergoing significant transformation within our global business. We serve as the crucial bridge between our clients' strategic business goals and the powerful technical capabilities of our platform. Our culture is built on accountability, collaboration, and agility, providing the consistency and trust required to drive long-term client success. This is a fully remote, worldwide opportunity, offering you the flexibility to contribute from anywhere.

Key Responsibilities

Act as the primary, trusted point of contact for a dedicated portfolio of WorkWave clients, fostering strong, long-term relationships.
Translate client business objectives into effective utilization strategies for the WorkWave platform, ensuring maximum value realization.
Proactively identify and communicate opportunities for clients to leverage new features and innovations, especially in AI, scheduling, and analytics.
Drive client retention, satisfaction, and growth by understanding their evolving needs and proactively addressing potential challenges.
Collaborate cross-functionally with WorkWave's Product, Sales, and Support teams to advocate for client needs and contribute to product development.
Conduct regular business reviews, demonstrating ROI and ensuring clients are continuously adopting and benefiting from our solutions.
Monitor client health metrics, identify at-risk accounts, and implement strategies to ensure their continued success and engagement.
Adapt quickly to changing client demands and market conditions, evolving strategies to ensure clients are not just using our software, but leveraging it for competitive advantage.

Requirements

Proven experience (X+ years) in a Customer Success or Account Management role within a SaaS environment, preferably in a B2B setting.
Demonstrated ability to build strong relationships, foster trust, and influence client stakeholders at all levels.
Strong understanding of business operations and the ability to articulate how software solutions can address complex business challenges.
Exceptional communication skills, both written and verbal, with the ability to convey technical concepts clearly and concisely.
A proactive, solutions-oriented mindset with a strong sense of accountability and ownership.
Ability to work independently and thrive in a remote, fast-paced, and constantly evolving global environment.
Experience with CRM software (e.g., Salesforce) and Customer Success platforms is a plus.
Bachelor’s degree in Business, Technology, or a related field, or equivalent practical experience.

What You'll Gain

The opportunity to make a direct impact on the success of vital service professionals who keep our world safe, clean, and beautiful.
Be part of a transforming, high-impact Customer Success team that is truly valued within the organization.
Work with cutting-edge technology, including advanced AI, scheduling, and analytics capabilities, shaping the future of service industries.
Significant professional growth and development opportunities within a dynamic, innovative, and global company.
A collaborative and supportive remote work environment where your contributions are recognized and rewarded.
The chance to be a crucial link in our clients' journey, directly influencing their business growth and operational excellence.