Job Brief:

The Senior Customer Success Manager partners with our customers. Reporting to the Manager of Customer Success, they will be the main day-to-day point of contact for their book of business. They own the client relationship and be charged with maintaining and growing revenue from customer set while delivering a high-level of customer satisfaction. This individual is an outstanding relationship-builder with a strong customer success mindset, a combination of technical and sales aptitude, collaborative by nature and comfortable being hands-on in the trenches.

Essential Function & Responsibilities:

• Own a book of business and manage the full customer lifecycle, including onboarding, adoption, expansion, and renewals.
• Achieve retention, growth, and customer satisfaction goals.
• Manage customer retention and customer retention initiatives.
• Collaborate with the new sales team and other internal teams to deploy new customers and serve as trusted advisors.
• Become an expert in e-commerce and our product suite.
• Provide customers with valuable insights through data analysis and reporting.
• Develop success plans and conduct quarterly business reviews at the executive level.
• Build cross-functional relationships at user and executive levels across various teams and brands.

Minimum Qualifications:

• Bachelor's degree or equivalent experience.
• 5+ years of experience in high-volume account management or customer success in digital media, e-commerce, technology platforms, or SaaS.
• Proven ability to manage and grow a large book of business and share best practices.
• Experience with major retailers (e.g., Amazon, Best Buy, Home Depot) is a plus.
• Strong multi-tasking and priority-setting abilities.
• Previous experience with compensation based on 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.

Compensation:The salary for this role is $90,000-105,000 with commission as part of the compensation structure. Please note that our salary ranges are based on current market data and the offered compensation may vary based on experience, skills, location, and other factors permitted by law.