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.
