Senior Customer Success Manager

Wayvia

14h•$90,000 - $105,000•Remote

About The Position

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.

Requirements

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.
Strong multi-tasking and priority-setting abilities.
Previous experience with compensation based on sales/revenue and retention goals.

Nice To Haves

Experience with major retailers (e.g., Amazon, Best Buy, Home Depot) is a plus.

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.