Customer Success Manager, Solutions

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $87.5k - $118.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Waitwhile

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $12M Series A - Waitwhile on 2021-02

Consulting • Healthcare • Logistics

Waitwhile is a wait-management platform that provides automated, personalized, smartphone-based queuing and appointment experiences for businesses. The company offers a SaaS solution used by retailers, service providers, and large enterprises to reduce physical lines, improve customer flow, and deliver analytics and notifications that enhance the customer waiting experience. Founded in 2017 and serving clients like IKEA and Louis Vuitton, Waitwhile focuses on helping businesses optimize customer wait times and operational efficiency.

📋 Description

• 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