Customer Success Manager, Solutions

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise and enhance automated onboarding processes and AI-driven support experiences.

• Oversee renewals, upsells, downgrades, and customer retention for the Mid-Market portfolio.

• Recognize customer risks and opportunities to foster strong Net Revenue Retention.

• Serve as the primary human contact for intricate business logic, technical inquiries, and key customer scenarios.

• Facilitate scheduled consultations with Mid-Market clients.

• Suggest configurations and assist customers in integrating Waitwhile into their operations.

• Evaluate customer behavior, churn patterns, support trends, and feature deficiencies.

• Collaborate with Product and other internal teams on product discussions and roadmap planning.

• Enhance customer-facing processes, support workflows, and internal operational methods.

⛳️ Requirements

• Over 5 years of pertinent experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer experience operations.

• Proficient in managing the customer lifecycle, encompassing renewals, retention, expansion, and risk management.

• Solid understanding of Net Revenue Retention (NRR).

• Strong technical skills.

• Experience in diagnosing complex problems, determining root causes, and developing practical solutions.

• Exceptional written and verbal communication skills in English.

• Ability to articulate complex concepts clearly to both technical and non-technical audiences.

🏝️ 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 for healthcare and/or dependent daycare expenses.

• Short-Term and Long-Term Disability Insurance covered by Allegion.

• Term life insurance with optional supplemental coverage.

• Tuition Reimbursement.

• Voluntary Wellness Program with monetary incentives.

• Employee Discounts through Perks at Work.

• Opportunities for community involvement and giving back.

• CliftonStrengths assessment and coaching.

• Flexible working hours.

• Opportunities for professional growth.

• Work-life balance.

• Autonomy in your role.