Strategic SaaS Customer Success Manager (Remote)

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

Benefits offered by this job

Health insurance

Dental insurance

401(k) with company match

Flexible Time Off (FTO)

4 weeks bonding leave

Job summary

WorkWave, a remote-first company, seeks a seasoned Customer Success Manager to own a portfolio of North American accounts. You will guide clients through complex workflows, drive adoption, and maximize long-term retention while leveraging AI and data-driven insights.

You will partner with Account Management to identify upsell opportunities, conduct regular business reviews, and ensure platform value aligns with customer KPIs in a fast-paced, remote-ready environment.

Qualifications

• Bachelor's degree or equivalent practical experience required.
• 3+ years of SaaS Customer Success or related client-facing roles with mid-market or enterprise accounts.
• Strong understanding of SaaS metrics (ARR, GRR, NRR, Churn) and data-driven storytelling.
• Experience with Planhat, Gainsight, Salesforce or similar CS platforms.

Responsibilities

• Own the client relationship with assigned accounts, ensuring optimal platform utilization and identifying upsell opportunities.
• Drive proactive retention and growth by monitoring health and conducting business reviews aligned with KPIs.
• Become a subject matter expert on the platform and guide customers through workflows and best practices.
• Advocate for customers by sharing insights with Product/Engineering to influence roadmap.
• Analyze usage data to help clients overcome hurdles and build scalable growth strategies.
• Navigate tough conversations with emotional intelligence and data-backed solutions.
• Leverage AI workflows and platform insights to increase efficiency and proactive outreach.

Job description

WorkWave, a remote-first company, seeks a seasoned Customer Success Manager to own a portfolio of North American accounts. You will guide clients through complex workflows, drive adoption, and maximize long-term retention while leveraging AI and data-driven insights.

You will partner with Account Management to identify upsell opportunities, conduct regular business reviews, and ensure platform value aligns with customer KPIs in a fast-paced, remote-ready environment.