Customer Success Manager, Solutions - Remote United States, East Coast
About The Position
At Waitwhile, we are 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. As a Customer Success Manager, Solutions, you will 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. This role offers the chance to combine a strategic, customer-first mindset with independent account management, commercial negotiation, and technical optimization. You will 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 will 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. Allegion, a global leader in access management, backs Waitwhile, providing financial stability and excellent benefits.
Requirements
- 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.
- 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.
- 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.
Nice To Haves
- Experience with Intercom, Stripe, and Hubspot is a welcome bonus.
- Preference given to candidates living in EST, to best support the business.
Responsibilities
- Oversee, design, and continuously optimize the automated, in-app product onboarding pathways and AI chat support algorithms to maximize self-serve user independence.
- 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.
- 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.
- Lead scheduled, bookable consultations for mid-market partners to deliver tailored feature enablement frameworks and optimize platform integration with their operations.
- Analyze aggregated self-serve user trends, churn data, and feature gaps to deliver authoritative recommendations to Product Leadership on roadmap priorities.
Benefits
- Health, dental and vision insurance coverage
- Unlimited Paid Time Off
- 401K plan with a 6% company match and no vesting period
- Health Savings Accounts
- Flexible Spending Accounts
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Tuition Reimbursement
- Voluntary Wellness Program
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back
- Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
