Customer Success Manager

Job Brief:

The Customer Success Manager is responsible for owning a designated book of business and managing the complete customer lifecycle, from onboarding to renewal. This role requires executing at a high level to achieve goals related to retention, growth, and customer satisfaction.

Essential Function & Responsibilities:

• Manage full customer lifecycle: onboarding, adoption, expansion selling, and renewals.
• Lead customer retention initiatives and strategies.
• Collaborate with new sales and internal teams to onboard and support new customers, becoming trusted advisors to existing customers.
• Develop expertise in e-commerce, brand protection and our product suite, providing valuable insights to customers for achieving business objectives through data analysis and reporting.
• Create success plans and conduct executive-level quarterly business reviews.
• Through Account Planning, identify upsell opportunities to expand the customer’s usage within the product and across the platform.
• Build cross-functional relationships at both user and executive levels across multiple internal teams and brands.

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience.  
• 0-3 years’ experience in Account Management or Customer Success working in digital media, e-commerce, brand protection, technology platforms and/or a SaaS company.  
• Proven ability to manage and grow a substantial book of business and share best practices with peers.
• Experience with major retailers (e.g., Amazon, Best Buy, Walmart) is a plus.
• Familiar with Brand Protection strategies and policies (MAP Policy) is a plus.
• Strong multitasking and prioritization skills; ability to manage competing priorities effectively.
• Project Management experience or skills are strongly desired
• Experience analyzing and manipulating data in Excel is strongly desired
• Previous experience with performance-based compensation tied to sales/revenue and retention goals.

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 

Compensation:

The base salary for this role is $60,000-$70,000, plus variable bonus. Please note that our salary ranges are based on current market data and the offered compensation may vary based on experience, skills, location, and other factors permitted by law.

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.