Customer Success Manager, Solutions - US Remote EST

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That's why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you're working remotely or collaborating in person, we're committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance.

While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company's discretion.

Waitwhile is on a mission to eliminate the 1 trillion hours people spend waiting in lines every year. Our industry-leading queue management and appointment scheduling platform empowers businesses to streamline their operations and deliver exceptional customer experiences. Waitwhile is trusted by 10,000 companies worldwide and has helped more than 250 million people enjoy a radically better waiting experience at places like IKEA, Louis Vuitton, Costco, Delta Airlines, and many more.

Job Summary:

As a Customer Success Manager, Solutions at Waitwhile, you won't just answer chats-you'll architect the operational systems that scale how our users grow. You will hold the macro-level authority to train, configure, and optimize our self-serve AI ecosystems while managing the end-to-end commercial lifecycle and Net Revenue Retention (NRR) for our Mid-Market customers. You will hold the authority and trust to make independent, high-stakes decisions that directly impact our product direction, our operational workflows, and our long-term business success. This is your chance to combine your strategic, customer-first mindset with independent account management, commercial negotiation, and technical optimization. If you've been looking for an operational management role where you can truly drive company revenue, exercise genuine discretion, and level up your enterprise expertise, this is it.

What You Will Do:

As a Customer Success Manager, Solutions, you'll guide Mid-Market and Enterprise customers through our platform with the insight of a business consultant and the strategic thinking of a process architect. Every week will bring strategic variety-from conducting bookable configuration consultations to auditing and training AI chat support flows, to executing commercial expansions and renewals. You'll have the explicit freedom to make critical judgment calls, formulate operational workarounds, and collaborate directly with product leadership to bridge the gap between user data and platform growth. While you'll have the coaching and mentorship of your leader, you'll operate with a massive degree of space and autonomy to innovate, protect NRR, and make a highly visible impact on Waitwhile's bottom line.

• AI Support & Self-Serve Governance: Oversee, design, and continuously optimize the automated, in-app product onboarding pathways and AI chat support algorithms to maximize self-serve user independence.
• Commercial Lifecycle Ownership: Manage renewals, upsells, and downgrades for the Mid-Market customer tier, executing risk mitigation strategies to consistently hit and exceed Net Revenue Retention (NRR) targets.
• Elite Escalation Management: Act as the primary, high-level human fallback layer for complex business logic inquiries and critical use-case escalations that transcend self-service AI capabilities.
• Advanced Configuration Consultation: Lead scheduled, bookable consultations for mid-market partners to deliver tailored feature enablement frameworks and optimize platform integration with their operations.
• Strategic Feature Advocacy: Analyze aggregated self-serve user trends, churn data, and feature gaps to deliver authoritative recommendations to Product Leadership on roadmap priorities.

What You Need to Succeed:

• Minimum of 5 years of experience managing account lifecycles, commercial SaaS renewals, or high-tier customer experience operations, with a strong focus on driving Net Revenue Retention (NRR).
• Exceptional written and verbal communication skills in English, with proven success in conveying concepts clearly to both customers and internal stakeholders across multiple teams.
• Demonstrated proficiency with automated support tech stacks, AI customer service engines, and data-driven customer sentiment analysis tools. Experience with Intercom, Stripe, and Hubspot is a welcome bonus.
• Proven expertise in issue diagnosis and root-cause analysis, leveraging technical aptitude to not only solve problems but to identify patterns and recommend strategic solutions.
• Skilled at bridging communication between technical and non-technical audiences, empowering customers while aligning internal teams on product enhancements and supporting best practices.
• Preference given to candidates living in EST, to best support the business.

Why You'll Love Waitwhile:

• Opportunity to design and own a brand-new outbound motion at a fast-growing SaaS company.
• Fully remote team with flexible hours and an inclusive culture.
• Collaborative, low-ego environment where new ideas are welcomed and tested.
• Chance to work with globally recognized brands and make a visible impact on growth.
• Backed by Allegion (NYSE:ALLE), a $3B global leader in access management, we have financial stability, extremely good benefits and resources to grow.

Waitwhile has a positive, diverse, and supportive culture-we look for people who are curious, inventive, and work to be a little better every single day. We aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

What You'll Get from Us:

• Health, dental and vision insurance coverage, helping you "be safe, be healthy"
• Unlimited Paid Time Off
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
• Health Savings Accounts - Tax-advantaged savings account used for healthcare expenses
• Flexible Spending Accounts - Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
• Disability Insurance -Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
• Life Insurance - Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program - Simply complete wellness activities and earn monetary rewards
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can "serve others, not yourself"
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience.

• The expected Base Salary Range: $87,500-$118,200. The actual compensation will be determined based on experience and other factors permitted by law.
• Bonus Eligible: Yes

Apply Today!

Join our team of experts today and help us make tomorrow's world a safer place!

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.