The VP of Customer Success will build and lead a global team, define customer journeys, drive adoption and revenue growth, and collaborate cross-functionally to enhance customer satisfaction and retention.
WorkWave is seeking a transformative and strategic Vice President of Customer Success to build and lead a world-class global Customer Success organization from the ground up. This is a high-impact leadership role responsible for driving customer adoption, retention, growth, and satisfaction across our RealGreen, PestPac, and TEAM software portfolios. The VP of CS will define the customer journey, deploy scalable programs across segments, and serve as the key voice of the customer across the business.
WHAT YOU'LL DO:
Strategic Leadership
•Develop and execute the vision, strategy, and operational plan for a scalable and segmented Customer Success model.
•Define the customer journey for SMB, Enterprise, and Strategic accounts across the US, UK, and Australia.
•Build and lead a high-performing global Customer Success Management (CSM) team, aligned with WorkWave’s strategic growth goals.
Operational Excellence
•Create onboarding, engagement, value realization, renewal, and expansion playbooks tailored to each segment.
•Implement Customer Health Scoring and risk mitigation frameworks.
•Roll out and operationalize a Customer Success platform (e.g., Gainsight) and integrate with Salesforce and other tools.
•Establish appropriate tech-touch and high-touch models with the right coverage and capacity planning.
Cross-Functional Impact
•Collaborate deeply with Sales, Renewals, Professional Services, Support, Product, and Marketing to ensure end-to-end customer success.
•Lead the Executive Sponsorship program and participate in key customer engagements.
Metrics & Outcomes
•Own and improve key SaaS CS metrics including Gross Retention Rate (GRR), Net Revenue Retention (NRR), adoption, Customer Lifetime Value (CLV), churn, and NPS.
•Establish data-driven dashboards, KPIs, and forecasting tools to manage performance and risk.
•Drive revenue expansion through value realization and partnership with Sales and Marketing on cross-sell and upsell strategies.
WHAT YOU’LL BRING:
- 10+ years of experience in Customer Success at enterprise SaaS companies, with 5+ years in leadership roles.
- Demonstrated experience building and scaling Customer Success organizations from the ground up.
- Deep knowledge of both high-touch Enterprise and tech-touch SMB models.
- Experience with Customer Success tools (e.g., Gainsight) and CRMs (e.g., Salesforce).
- Track record of improving and sustaining CS metrics (GRR, NRR, churn, NPS).
- Strong communication, executive presence, and customer relationship skills.
- Ability to thrive in cross-functional environments and influence at all levels.
- Analytical mindset with a passion for leveraging data and insights to drive decisions.
- Strong leadership experience, particularly around people management and organizational change management.
- Bachelor’s degree required; MBA or related advanced degree is a plus.
- Willingness to travel up to 10–15%, primarily for customer on-sites and strategic internal meetings.
WHAT YOU SHOULD KNOW ABOUT US:
• We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers
• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses
• We openly accept others as they are and build strong partnerships based on trust
• Teamwork and collaboration is key to help our colleagues and customers solve their challenges
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!
LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT:
• Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority.
A GLOBAL COMPANY WITH A LOCAL PRESENCE:
• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.
• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.
RELAX, WE'VE GOT YOU COVERED:
• Employees can expect a robust benefits package, including health and dental and 401k with company match
AND BEYOND...
• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community
GROW WITH US:
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
JOIN OUR WINNING TEAM!
• 10 Time winner of Best Place to Work in New Jersey by NJBiz!
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status: Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!
WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position.
Top Skills
Gainsight
Salesforce
Similar Jobs
HR Tech • Information Technology • News + Entertainment • Professional Services • Sales • Software
Lead and strategize customer success, managing a team and optimizing client engagement, satisfaction, and retention while leveraging AI and improving processes.
Top Skills:
AIHcmPayroll
eCommerce • Information Technology • Marketing Tech • Social Media • Software
The Vice President of Customer Success will lead and mentor the customer success team, focusing on onboarding, training, and improving customer satisfaction and productivity.
Edtech • Fintech • Social Impact
The VP of Client Success will lead the Client Success team, manage enterprise relationships, drive client satisfaction, and oversee renewals and team operations.
Top Skills:
HrisHubspotSaaSSso
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
