Senior Customer Success Manager

Job Brief:

The Senior Customer Success Manager partners with our customers. Reporting to the Enterprise Director 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.   

Essential Function & Responsibilities:

• Own a book of business where you are responsible for managing the full customer lifecycle including adoption, add-on selling, and renewals.   
• Execute at a high level to achieve goals around retention, growth, and customer satisfaction.   
• Manage customer retention and retention initiatives.   
• Partner with the sales team and other internal teams to deploy new customers and become trusted advisors to existing customers.   
• Become a subject matter expert in e-Commerce and across our product suite.   
• Provide your customers with valuable insights to help them achieve their business objectives including pulling reports, analyzing data, and understanding what it means and why it matters to your customers.   
• Develop success plans and drive quarterly business reviews at the executive level.   
• Develop cross-functional relationships at the user and executive level across multiple internal teams and brands.  

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience.   
• 5+ years’ experience in high volume Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company.   
• Demonstrated ability to manage and grow a large book of business and share best practices with team of account managers.   
• Experience working with major retailers (Amazon, Best Buy, Home Depot, Kroger, Target, Walgreens, Walmart, etc.) is a plus.   

Benefits:
Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions:

• Flexible work-from-home arrangements
• 401K Match
• Flexible vacation
• Medical/Dental/Vision
• 16 weeks of paid parental leave (US)
• Technical stipend
• Professional development programs
• Wellness programs 

Location: 

We are hiring for this position in the United States. This is a remote position.

Wayvia is an equal opportunity employer that is committed to inclusion and diversity.