Customer Success Manager in Brierley Hill, England at WorkWave

You are tech-forward, customer-obsessed, and ready to take ownership of a portfolio of business relationships. You don't need a background in Customer Success but must have demonstrated a Customer Centric mindset in a customer facing role previously. We value mindset over specific industry history. We are looking for someone who brings:

• Tech-Fluent Mindset: You are naturally curious about software and how it works. You aren't just comfortable with technology; you enjoy exploring it and finding ways to use it better.
• AI-Curiosity: Our roadmap is heavily focused on AI and data-driven insights. You are someone who actively looks for ways to leverage AI tools in your daily workflow to be more efficient, accurate, and proactive.
• The Courage for Hard Conversations: You understand that "customer success" isn't always about saying yes. You possess the emotional intelligence to navigate difficult conversations, de-escalate friction, and steer clients toward productive, data-backed solutions.
• Analytical Rigor: You are comfortable looking at data (usage, billing, scheduling metrics) to tell a story. You don’t shy away from complex operational challenges; you want to get under the hood to see how the system works.
• Proactive Problem Solving: You are the person who sees changes in engagement or usage and wants to know why it happened and how to prevent, rather than just fixing the symptoms.

• 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.

• 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.