Customer Success Manager

WorkWave

. Conduct collaborative strategic planning sessions and build personalized success roadmaps .

Posted 10/16/2026full-timeRemote • United StatesJuniorMid-Level💰 $90,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise customer portfolios, driving retention and growth through strategic planning and KPI measurement. Proficient in utilizing Customer Success platforms and AI-driven workflows to enhance client engagement and product adoption.

Highest-signal resume keywords

ERP ExperienceB2B SaaS Portfolio ManagementExecutive Business Reviews PresentationCustomer Success Platforms AdoptionKPI Definition and Tracking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer Retention StrategiesBusiness Outcome MeasurementStrategic PlanningRisk Mitigation

Soft Skills

CollaborationCommunicationProblem-SolvingLeadership

Tools & Technologies

PlanhatGainsightAI-Driven Workflows

Industry Keywords

Enterprise Software EcosystemsSAPNetSuiteSalesforceMicrosoft Dynamics

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Conduct collaborative strategic planning sessions and build personalized success roadmaps
Establish mutual KPIs and measure ROI quarterly
Monitor account health and identify renewal risks
Implement mitigation strategies to maintain portfolio retention
Identify customer expansion opportunities and pass CSQLs to the sales team
Lead Executive Business Reviews and Business Outcome Reviews
Validate ROI, discuss strategic initiatives, and align product roadmaps with client stakeholders
Partner with Account Managers and Renewal Managers on account plans, commercial terms, expansion, and renewals
Use Planhat, risk protocols, and AI-driven workflows in daily account management
Drive customer value, product adoption, retention, and growth across key accounts

Requirements

What you’ll need

2–3 years of ERP experience, or experience with similar complex enterprise software ecosystems such as SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field service/operations management platforms
Proven experience managing enterprise or mid-market customer portfolios in B2B SaaS
Demonstrated track record of driving retention, adoption, and growth
Experience presenting to C-suite and VP-level decision makers during Executive Business Reviews
Ability to define, track, and present business KPIs and quantifiable business outcomes
Comfort adopting Customer Success platforms such as Planhat and Gainsight
Ability to adopt CS enablement frameworks and AI workflows
Ability to travel for client onsite visits as needed

Benefits

Comp & perks

Comprehensive medical insurance
Dental insurance
401(k) match
24/7 Teladoc virtual care
24/7 EAP support, including counseling, legal, and financial guidance
Flexible Time Off or generous PTO (role-dependent)
Paid holidays
Paid parental bonding leave
24/7 access to soft-skill and technical training libraries
Strong internal mobility programs
Peer-nominated recognition programs
Regional discounts
Team volunteer opportunities
Remote-first flexibility
Access to regional offices and headquarters for collaboration
Bonus eligibility