Note: The job is a remote job and is open to candidates in USA. Wayvia helps global brands connect with shoppers through AI, data, and commerce innovation. The Customer Success Manager owns a book of business across the full customer lifecycle, from post-implementation through renewal, while driving retention, growth, adoption, and satisfaction. The role serves as the primary client contact, develops success plans, runs executive-level QBRs, and translates e-commerce data into actionable customer insights.
Responsibilities
- Full Lifecycle Ownership — Own a named book of business end to end, from post-implementation through renewal and contract, managing onboarding, adoption, identifying pipeline, and renewals with no handoff to a separate onboarding or renewals function
- Retention Strategy — Lead customer retention initiatives and strategies to satisfaction targets
- Expansion Selling — Sell expansion into existing accounts, with the support of an Account Manager
- New Customer Onboarding — Collaborate with New Sales and internal teams to onboard and support new customers, becoming a trusted advisor to existing ones
- Data-to-Insight Translation — Develop expertise in e-commerce and the Wayvia product suite, using it to give customers insight they act on through data analysis and reporting
- Success Planning & QBRs — Create success plans and run regular, executive-level Quarterly Business Reviews
- Client Relationship Ownership — Serve as the main day-to-day point of contact for the book of business, owning the client relationship with the brand and building relationships across multiple internal teams, at both the user and executive level
Skills
- Bachelor's Degree or equivalent experience
- 2+ years of experience in Customer Success or Account Management
- Experience gained vendor-side — at a SaaS, platform or agency company serving e-commerce brands. Experience gained entirely within a brand's own internal team does not meet this requirement
- E-commerce / digital commerce domain experience
- Proven ability to own and grow a book of business across the full lifecycle — onboarding, adoption, expansion and renewal
- Demonstrated experience delivering executive-level QBRs and written success plans
- Proficiency turning platform data into client strategy, including Excel and reporting tools
- This is a remote position open to candidates based in the United States
Benefits
- 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
Company Overview