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What you'd actually do: Own strategy, adoption and retention for a portfolio of field service software customers, leading executive business reviews alongside account and renewal managers.
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At WorkWave, we are committed to empowering the hardworking service professionals who keep our world safe, clean, and beautiful. Through our powerful suite of software solutions, we give these business owners the tools they need to run their businesses more efficiently, increase profitability, and deliver exceptional service.
We are seeking an experienced, results driven strategic
to drive long term customer value, product adoption, portfolio retention, and growth across our key customer accounts.
Working alongside an Account Manager (AM) and Renewal Manager (RM) as part of a strategic account triad, you will act as the primary owner of account strategy, ongoing product stickiness, and business value realization. You will collaborate closely with executive decision makers to build custom roadmaps, track key business metrics, and ensure customers maximize the full ROI of our solution suite.
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.
Proactively monitor account health, identify potential renewal risks, and implement mitigation strategies to maintain high team portfolio retention.
Uncover customer expansion potential and pass Customer Success Qualified Leads (CSQLs) to the sales team to support upsell initiatives.
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.
Partner with Account Managers and Renewal Managers on strategic account plans, commercial terms, whitespace expansion, and contract renewals.
Incorporate internal CS enablement platforms (Planhat), risk protocols, and modern AI-driven workflows into daily management routines.
(or similar complex enterprise software ecosystems like SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field service/operations management platforms).
Proven background managing enterprise or mid-market customer portfolios in B2B SaaS, with a demonstrated track record of driving retention, adoption, and growth.
Strong executive presence with 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 modern Customer Success platforms (e.g., Planhat, Gainsight), CS enablement frameworks, and AI workflows into daily routines.
Ability to travel for client onsite visits as needed.
WorkWave, we combine the reach of a global tech leader with the agility and energy of a startup. We’re laid-back yet high-performing, customer-obsessed, and built on trust and collaboration. Whether you work remotely or in the office, you’ll join a inclusive, curious team dedicated to building best-in-class software.
Join our global, remote-first community across 30+ states and 7 countries.
Prefer an office environment or need a place to collaborate? Drop into regional offices or our state-of-the-art HQ at the historic Bell Works complex in Holmdel, NJ.
Comprehensive medical, dental, 401(k) match, 24/7 Teladoc virtual care, and 24/7 EAP support (counseling, legal, and financial guidance).
Flexible Time Off or generous PTO (role-dependent), paid holidays, and paid parental bonding leave.
24/7 access to soft-skill and technical training libraries, and strong internal mobility programs.
Peer-nominated programs, regional discounts, and team volunteer opportunities.
10-time winner of NJBiz’s Best Place to Work in NJ, plus accolades from Inc. 5000, the SaaS Awards, and The Software Report.
Your ideas matter here, and your work directly drives client success.
WorkWave is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.
Studies show that women and underrepresented groups often hesitate to apply unless they meet 100% of the qualifications. If you’re excited about this role and your experience aligns with our goals, we want to hear from you.
Note: WorkWave uses AI tools to assist recruiters in reviewing application materials. AI supports our process, but final hiring decisions are always made by humans.
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