workwave - Customer Success Manager

Remote - USA2w ago

Remote Mid NA Software Customer Success Manager Solutions Architect Executive Support Records Management KPI Tracking SAP Salesforce

Requirements

• ERP Experience Required: 2-3 years of experience(or similar complex enterprise software ecosystems like SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field service/operations management platforms). • Customer Success Track Record: Proven background managing enterprise or mid-market customer portfolios in B2B SaaS, with a demonstrated track record of driving retention, adoption, and growth. • Strategic Relationship Management: Strong executive presence with experience presenting to C-suite and VP level decision makers during Executive Business Reviews. • Analytical & Goal Oriented: Ability to define, track, and present business KPIs and quantifiable business outcomes. • Technical & Process Aptitude: Comfort adopting modern Customer Success platforms (e.g., Planhat, Gainsight), CS enablement frameworks, and AI workflows into daily routines. • Travel: Ability to travel for client onsite visits as needed.

Responsibilities

• Value Realization & Success Planning: Conduct collaborative strategic planning sessions to build personalized, step by step success roadmaps and establish mutual KPIs to track and measure ROI on a quarterly basis. • Portfolio Retention & Account Health: Proactively monitor account health, identify potential renewal risks, and implement mitigation strategies to maintain high team portfolio retention. • Growth & Opportunity Identification: Uncover customer expansion potential and pass Customer Success Qualified Leads (CSQLs) to the sales team to support upsell initiatives. • Executive Engagement & Governance: Lead Executive Business Reviews (EBRs) and Business Outcome Reviews with key client stakeholders to validate ROI, discuss long term strategic initiatives, and align product roadmaps. • Cross Functional Triad Alignment: Partner with Account Managers and Renewal Managers on strategic account plans, commercial terms, whitespace expansion, and contract renewals. • Process & Tooling Adoption: Incorporate internal CS enablement platforms (Planhat), risk protocols, and modern AI-driven workflows into daily management routines.