Business Development Representative - Public Sector/Federal

WorkWave; Holmdel Township (NJ); Remote; USD 85,000 - 115,000; Full time

Job summary

A growing software company is seeking a Customer Success Manager in Holmdel Township, NJ. This role involves building strategic partnerships with enterprise customers, managing complex projects, and enhancing customer experiences. Ideal candidates have extensive experience in SaaS and proven skills in project management and communication. This position offers remote work flexibility and a robust benefits package.

Benefits

Remote work flexibility

401k with company match

Generous PTO

Tuition reimbursement

Qualifications

• Prior experience in the SaaS, Tech, or Software space.
• Proven track record of managing complex projects.
• Exceptional presentation and communication skills.

Responsibilities

• Serve as the principal point of contact for enterprise customers.
• Lead and manage large-scale projects within your accounts.
• Monitor churn risks and implement mitigation strategies.

Skills

Customer service

Project management

Communication skills

Problem-solving

Change management

Job description

Overview

At WorkWave, we build innovative software and fintech solutions for the people who keep our world safe, clean, and beautiful. With over 8,000 customers around the globe, our platform helps service professionals run and grow their businesses from end to end: from customer acquisition to scheduling, billing, payments, and beyond.

Our vision is simple but powerful: empower the world’s mobile service workers to build a brighter future. We back that up with decades of experience, a passionate team, and an unwavering commitment to helping our customers thrive.

The Customer Success Manager is a key enterprise-facing leadership position responsible for fostering deep, strategic partnerships with WorkWave's largest customers. This role serves as the principal point of contact and customer advocate, driving customer engagement, ensuring successful adoption of solutions, and maximizing value realization throughout the customer journey. The Customer Success Manager oversees the complete customer experience—from project delivery to strategic growth and retention—while proactively managing risk across the account base and handling the most complex projects and tasks with a high degree of autonomy.

What You'll Do

• 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.
• Up to 10% travel required: there may be times where meetings may fall outside of the core business hours, and you must be open to travel to customer meetings, trade shows or networking events.

What You'll Bring

• Prior experience in the SaaS, Tech, or Software space is a must.
• 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.

What Would Also Be Awesome

• Experience within the specific industries WorkWave serves (Pest, Lawn & Landscape, Cleaning and Security) is a HUGE plus.
• Project Management (PMP) or other related certifications.
• ITIL Certifications.

A Few Words From the Hiring Manager

“The Customer Success Manager is a vital role, acting as the bridge between our strategic enterprise customers and WorkWave's long-term vision. We are looking for an independent, highly strategic leader who is passionate about creating deep, enduring partnerships and driving successful outcomes across large, complex projects.”

What You Should Know 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 is key to help our colleagues and customers solve their challenges.
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!

Benefits and Growth

• Join our Remote-First Global Work Community: WorkWave provides a remote-first Global Work Community that encourages growth, creativity, and collaboration. Your location or stage of career does not limit opportunities.
• We promote a healthy work/life balance and provide flexibility to work in the office or remotely; our teams collaborate effectively in a fully virtual environment.
• HQ located in Holmdel Township, New Jersey; offices available when needed for training, cross-training, or collaboration.
• Employees in over 30 states, 7 countries, and multiple regional offices with diverse perks and community involvement.
• Robust benefits package, including health and dental, and 401k with company match.
• Flexible Time Off or generous PTO (role dependent) and paid holidays; up to 4 weeks paid bonding leave; tuition reimbursement.
• Robust Employee Assistance Program with TotalCare, including free counseling, financial guidance, legal support, and more; 24/7/365 virtual medical care via Teladoc.
• Quarterly awards based on peer nominations; regional discounts and perks; opportunities to participate in charitable events.
• Access to extensive training resources (video libraries and live sessions) for soft skills and role-specific growth.
• 10-time winner of Best Place to Work in New Jersey by NJBiz and other awards recognizing our products, growth, and culture.

Equal Opportunity

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. If you don’t meet every single qualification, we encourage you to apply anyway. We are committed to building a diverse, inclusive, and authentic workplace.

WorkWave supports salary transparency; salary estimates from external sources may not reflect the actual salary range.