Enterprise Customer Success Manager

Allegion

9h • Hybrid

About The Position

At Allegion, we help keep people safe and secure. Waitwhile, an Allegion brand, is on a mission to eliminate the 1 trillion hours people spend waiting in lines every year with its industry-leading queue management and appointment scheduling platform. Waitwhile is trusted by 10,000 companies worldwide and has helped over 250 million people. This role is for an Enterprise Customer Success Manager to join Waitwhile, a fast-paced, rapidly growing technology scale-up. As an Enterprise Customer Success Manager, you will serve as a trusted advisor to valued customers across North America, becoming a go-to expert on the product. You will gain a deep understanding of customer business goals, challenges, and solutions, collaborating with Sales, Support, Product, and Engineering teams to ensure seamless product implementations, share best practices, and conduct strategic sessions to set goals and uncover improvement opportunities. This position offers a flexible remote work arrangement with occasional on-site visits.

Requirements

• B2B SaaS Experience: 4+ years in a Customer Success role, ideally in a scaleup environment with enterprise clients.
• Proven Results: Demonstrated ability to drive successful product implementations and achieve key outcomes such as account expansion, retention, feature adoption and improved NPS.
• Effective Communication: Strong ability to articulate complex problems clearly and concisely to diverse audiences, including executives, marketers, engineers, sales representatives, and individual contributors.
• Self-Motivated Team Player: A proactive, results-oriented individual with a history of adding value in dynamic, fast-growing organizations.
• Relationship Building: Proven experience building and nurturing lasting relationships with customers and colleagues.

Nice To Haves

• Technical Knowledge: Familiarity with APIs and their application in advanced customer workflows and custom integrations.
• Support Platform Proficiency: Experience using support or ticketing platforms such as Intercom or Zendesk.
• Basic coding skills: Experience with HTML and CSS for quick and simple edits.

Responsibilities

• Manage your book of accounts: Take ownership of your accounts to ensure smooth initial implementations, drive deep product adoption, and deliver measurable value to our customers through the Waitwhile platform.
• Build strategic relationships: Act as a trusted consultant, understanding how Waitwhile can address business challenges and drive account revenue expansion through tailored solutions.
• Be a product expert: Provide best-practice guidance and actionable insights to help customers get the most out of Waitwhile.
• Drive technical success: Work hands-on to execute product implementations, configure accounts, and perform performance analyses.
• Improve Customer Success operations: Collaborate with the Customer Success team to design and implement processes and best practices that enhance our approach and scalability.
• Collaborate with Sales: Partner closely with the Sales team to ensure seamless transitions and an exceptional customer experience.
• Be the voice of our customers: Act as the link between our customers and our Product team, sharing critical insights and feedback that influence our product roadmap and future development.

Benefits

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”
• Unlimited Paid Time Off
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
• Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
• Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
• Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
• Life Insurance – Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can “serve others, not yourself”
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed