Strategic CSM: ROI, Retention & Growth (Remote)

WorkWave; New Jersey; Híbrido; USD 90.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & Wellness

Time Off

Growth & Learning

Recognition & Community

Descripción de la vacante

WorkWave is seeking an experienced Customer Success Manager to drive long-term value, adoption, retention, and growth across strategic accounts. You will collaborate with Account Managers and Renewal Managers to build roadmaps, track ROI, and maximize the value of our software suite.

You’ll lead executive reviews, monitor health metrics, and identify expansion opportunities while guiding teams on plans, terms, and renewals. Remote-first role with NJ-based HQ access.

Formación

• 2-3 years of ERP or enterprise software experience.
• Proven enterprise or mid-market B2B SaaS customer portfolios with retention and growth.
• Experience presenting to C-suite and VP level decision makers.
• Ability to define and present business KPIs and outcomes.
• Comfort adopting modern CS platforms and AI workflows.

Responsabilidades

• Conduct strategic planning sessions to build personalized success roadmaps and KPIs.
• Monitor account health and mitigate renewal risks to maintain retention.
• Identify growth opportunities and pass CSQLs to sales for upsell.
• Lead Executive Business Reviews with key client stakeholders to validate ROI.
• Align with Account Managers and Renewal Managers on strategic plans and renewals.
• Adopt CS enablement platforms like Planhat and AI workflows in daily routines.

Conocimientos

ERP experience

Customer success

Executive relations

KPIs and analytics

CS platforms

Travel

Herramientas

Planhat

Gainsight

Descripción del empleo

WorkWave is seeking an experienced Customer Success Manager to drive long-term value, adoption, retention, and growth across strategic accounts. You will collaborate with Account Managers and Renewal Managers to build roadmaps, track ROI, and maximize the value of our software suite.

You’ll lead executive reviews, monitor health metrics, and identify expansion opportunities while guiding teams on plans, terms, and renewals. Remote-first role with NJ-based HQ access.