workwave - Customer Success Manager
Requirements
• Experience: 3+ years of experience in SaaS renewals, CS, Professional Services or Account Management managing or engaging at mid-market or enterprise level. • SaaS Fluency: Understanding of SaaS metrics (ARR, GRR, NRR, and Churn) and how they impact company valuation. • Tech Stack: Experience with Planhat or a similar CSP is a plus. • Education: Bachelor’s degree required.
Responsibilities
• Own the Client Relationship: Serve as the main point of contact for your accounts, ensuring they are getting the maximum value out of the WorkWave platform while partnering with the Account Manager to gain a 360 view of the customer and assist with upsell opportunities. • Drive Proactive Growth: Move beyond reactive support by anticipating client needs, identifying opportunities for expansion, and aligning our solutions with their business goals. • Master the Product: Become well versed in our solutions. You will be the internal expert for your clients, helping them to understand the features and benefits available to support their business needs. • Advocate for the Product: Feed your insights back to our Product and Engineering teams. You are on the front lines; your observations about feature usage (or lack thereof) will directly influence our roadmap. Being an advocate who thinks outside the box. • Navigate Complexity: Manage the nuances and complexities of our customer’s needs, their workforce and the people they provide services to. Providing our customers with data and insights to help them grow and overcome challenges.
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