Customer Success Manager

Job Brief: 

The Customer Success Manager owns a designated book of business from post-implementation through renewal and contract — with no handoff to a separate onboarding or renewals function — and manages the complete customer lifecycle against goals for retention, growth and customer satisfaction. This role is the main day-to-day point of contact for its book, owning the client relationship with the brand.

Essential Function & Responsibilities:  

• Full Lifecycle Ownership — Own a named book of business end to end, from post-implementation through renewal and contract, managing onboarding, adoption, identifying pipeline, and renewals with no handoff to a separate onboarding or renewals function.
• Retention Strategy — Lead customer retention initiatives and strategies to satisfaction targets.
• Expansion Selling — Sell expansion into existing accounts, with the support of an Account Manager.
• New Customer Onboarding — Collaborate with New Sales and internal teams to onboard and support new customers, becoming a trusted advisor to existing ones.
• Data-to-Insight Translation — Develop expertise in e-commerce and the Wayvia product suite, using it to give customers insight they act on through data analysis and reporting.
• Success Planning & QBRs — Create success plans and run regular, executive-level Quarterly Business Reviews.
• Client Relationship Ownership — Serve as the main day-to-day point of contact for the book of business, owning the client relationship with the brand and building relationships across multiple internal teams, at both the user and executive level.

Minimum Qualifications: 

• Bachelor’s Degree or equivalent experience.   
• 2+ years of experience in Customer Success or Account Management.
• Experience gained vendor-side — at a SaaS, platform or agency company serving e-commerce brands. Experience gained entirely within a brand's own internal team does not meet this requirement.
• E-commerce / digital commerce domain experience.
• Proven ability to own and grow a book of business across the full lifecycle — onboarding, adoption, expansion and renewal.
• Demonstrated experience delivering executive-level QBRs and written success plans.
• Proficiency turning platform data into client strategy, including Excel and reporting tools.

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.