Strategic CSM Lead — Remote Growth & Retention

Workwave; Northern (KY); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health care benefits

Dental and vision insurance

401k with company match

Flexible PTO

Paid holidays

Tuition reimbursement

Employee assistance program

Teladoc access

Job summary

WorkWave is seeking a tech-forward Customer Success Manager to own and elevate a portfolio of high-impact accounts across North America. You will guide customers through complex workflows, drive product adoption, and maximize long-term retention.

You will join an agile, collaborative team where data-driven insights and proactive partnership help clients leverage WorkWave’s software to reach strategic goals.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 3+ years of experience in SaaS Customer Success, Account Management, Professional Services, or related client-facing roles managing mid-market or enterprise accounts.
• Strong understanding of core SaaS metrics (ARR, GRR, NRR, and Churn) and how operational retention impacts business health.
• Experience working with modern CS platforms (e.g., Planhat, Gainsight), CRMs (Salesforce), or enterprise software platforms preferred.
• Tech-fluent mindset with natural curiosity for exploring software and optimizing workflows.
• Analytical rigor with data skills to interpret usage, billing, and scheduling metrics into actionable customer stories.
• Proactive problem-solving abilities focused on mitigating churn or low engagement.
• Excellent verbal and written communication with emotional intelligence for difficult conversations.
• Highly organized, detail-oriented, and able to prioritize in a fast-paced environment.

Responsibilities

• Own the Client Relationship by serving as the primary partner for assigned accounts and collaborating with Account Management.
• Drive Proactive Retention & Growth by monitoring health and conducting regular business reviews to align with KPIs.
• Master the Platform by becoming a subject matter expert on WorkWave’s technology and guiding leaders through workflows and updates.
• Advocate for the Customer by sharing insights with Product and Engineering to influence the roadmap.
• Navigate Operational Complexity by analyzing usage data to help clients overcome friction and plan for growth.
• Handle High-Value Conversations with emotional intelligence to steer clients toward data-backed solutions.
• Leverage AI & Modern Tools to drive efficiency and proactive customer outreach.

Skills

SaaS Customer Success

Account management

Data analysis

CRM proficiency

Tech-fluent

Communication

Problem solving

Organizational skills

Education

Bachelor's degree

Equivalent practical experience

Tools

Planhat

Gainsight

Salesforce

Job description

WorkWave is seeking a tech-forward Customer Success Manager to own and elevate a portfolio of high-impact accounts across North America. You will guide customers through complex workflows, drive product adoption, and maximize long-term retention.

You will join an agile, collaborative team where data-driven insights and proactive partnership help clients leverage WorkWave’s software to reach strategic goals.