Customer Success Manager

Job Brief:

The Customer Success Manager is responsible for owning a designated book of business and managing the complete customer lifecycle, from onboarding to renewal. This role requires executing at a high level to achieve goals related to retention, growth, and customer satisfaction.

Essential Function & Responsibilities:

• Manage full customer lifecycle: onboarding, adoption, expansion selling, and renewals.
• satisfaction targets.
• Lead customer retention initiatives and strategies.
• Collaborate with new sales and internal teams to onboard and support new customers, becoming trusted advisors to existing customers.
• Develop expertise in e-commerce and our product suite, providing valuable insights to customers for achieving business objectives through data analysis and reporting.
• Create success plans and conduct executive-level quarterly business reviews.
• Build cross-functional relationships at both user and executive levels across multiple internal teams and brands.
  

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience.
• Experience in Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company.
• Proven ability to manage and grow a substantial book of business and share best practices with peers.
• Experience with major retailers (e.g., Amazon, Best Buy, Walmart) is a plus.
• Strong multitasking and prioritization skills; ability to manage competing priorities effectively.
• Project Management experience or skills are strongly desired
• Account planning is a plus
• Experience with Google Analytics and Digital Marketing are strongly desired
• Previous experience with performance-based compensation tied to sales/revenue and retention goals.

Benefits:
Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions:

• Flexible work-from-home arrangements
• 401K Match
• Flexible vacation
• Medical/Dental/Vision
• 16 weeks of paid parental leave (US)
• Technical stipend
• Professional development programs
• Wellness programs

Location:
This is a remote position open to candidates based in the United States.

Wayvia is an equal opportunity employer that is committed to inclusion and diversity.