Customer Success Manager, Solutions - East Coast

Waitwhile•Knoxville, AR

3d•$87,500 - $118,200

About The Position

Waitwhile is seeking a Customer Success Manager, Solutions to join their team. This role focuses on helping Mid-Market and Enterprise customers maximize their use of the Waitwhile platform, driving long-term growth and retention. The position combines strategic account management, commercial ownership, and technical problem-solving. Responsibilities include guiding customers through complex use cases, optimizing platform usage, and contributing to self-service and AI-powered experiences. The role involves owning key aspects of the customer lifecycle such as renewals, expansions, and risk management, and collaborating with Product and other teams to translate customer insights into product improvements. This is a high-impact role offering significant autonomy, decision-making power, and the opportunity to directly influence Net Revenue Retention (NRR) and company growth.

Requirements

5+ years of relevant experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer experience operations.
Experience managing the customer lifecycle, including renewals, retention, expansion, and risk management, with a strong understanding of Net Revenue Retention (NRR).
Strong technical aptitude and experience diagnosing complex issues, identifying root causes, and developing practical solutions.
Excellent written and verbal communication skills in English, with the ability to explain complex concepts clearly.

Responsibilities

Oversee and continuously improve automated onboarding and AI-powered support experiences to enhance customer success and self-sufficiency.
Manage renewals, upsells, downgrades, and retention for the Mid-Market customer portfolio, identifying risks and opportunities to drive strong NRR.
Serve as the senior human point of contact for complex business logic, technical questions, and critical customer use cases that exceed self-service capabilities.
Lead scheduled consultations with Mid-Market customers to understand their needs, recommend appropriate configurations, and assist with integrating Waitwhile into their operations.
Analyze customer behavior, churn trends, support patterns, and feature gaps to identify opportunities for improving both the customer experience and the product.
Partner with Product and other internal teams, contributing customer insights and recommendations to product discussions and roadmap decisions.
Identify opportunities to enhance customer-facing processes, support workflows, and internal operational methods as the company scales.