Strategic Customer Success Manager – ROI & Growth

Workwave; United States; Remote; USD 90,000 - 100,000; Full time

Benefits offered by this job

Health & Wellness

Time Off

Growth & Learning

Recognition & Community

Job summary

WorkWave seeks an experienced Customer Success Manager to drive long-term value and adoption across key accounts. You’ll partner with an AM and RM to own strategy, drive ROI, and maximize platform impact.

Lead executive reviews, manage health signals, and uncover expansion opportunities while collaborating on renewals and commercial terms. Remote-first role with opportunities to visit client sites as needed.

Qualifications

• ERP experience: 2–3 years in complex enterprise software.
• Proven background in managing B2B SaaS customer portfolios.
• Strong executive presence with C-suite exposure.
• Ability to define, track and present KPIs and outcomes.
• Comfort with CS platforms and AI-enabled workflows.
• Willingness to travel for client onsite visits.

Responsibilities

• Value realization and success planning with personalized roadmaps and ROI KPIs.
• Monitor account health and mitigate renewal risks to sustain retention.
• Identify growth opportunities and pass CS-qualified leads to sales.
• Lead Executive Business Reviews and governance with stakeholders.
• Align cross-functional teams on strategic account plans and renewals.
• Adopt Planhat and AI workflows in daily CS routines.

Skills

ERP experience

Customer success

Strategic relationship management

Analytical skills

Technical aptitude

Travel readiness

Tools

Planhat

Gainsight

Job description

WorkWave seeks an experienced Customer Success Manager to drive long-term value and adoption across key accounts. You’ll partner with an AM and RM to own strategy, drive ROI, and maximize platform impact.

Lead executive reviews, manage health signals, and uncover expansion opportunities while collaborating on renewals and commercial terms. Remote-first role with opportunities to visit client sites as needed.