Customer Success Manager, Solutions
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Job Description
Customer Success Manager helping Waitwhile’s business customers optimize its wait-management SaaS platform. Owning renewals, expansions, technical solutions, and AI-powered customer support improvements.
Responsibilities:
- Oversee and continuously improve automated onboarding and AI-powered support experiences
- Manage renewals, upsells, downgrades, and retention across the Mid-Market customer portfolio
- Identify customer risks and opportunities to drive strong Net Revenue Retention
- Act as the senior human point of contact for complex business logic, technical questions, and critical customer use cases
- Lead scheduled consultations with Mid-Market customers
- Recommend configurations and help customers integrate Waitwhile into their operations
- Analyze customer behavior, churn trends, support patterns, and feature gaps
- Partner with Product and other internal teams on product discussions and roadmap decisions
- Improve customer-facing processes, support workflows, and internal ways of working
Requirements:
- 5+ years of relevant experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer experience operations
- Experience managing the customer lifecycle, including renewals, retention, expansion, and risk management
- Strong understanding of Net Revenue Retention (NRR)
- Strong technical aptitude
- Experience diagnosing complex issues, identifying root causes, and turning them into practical solutions
- Excellent written and verbal communication skills in English
- Ability to explain 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 paid for by Allegion
- Term life insurance with optional supplemental coverage
- Tuition Reimbursement
- Voluntary Wellness Program with monetary rewards
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back
- CliftonStrengths assessment & coaching
- Flexible working hours
- Professional growth opportunities
- Work-life balance
- Autonomy
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