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.
- satisfaction targets.
- 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 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.
- Build cross-functional relationships at both user and executive levels across multiple internal teams and brands.
Minimum Qualifications:
- Bachelor’s Degree or equivalent experience.
- Experience in Account Management or Customer Success working in digital media, e-commerce, 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.
- Strong multitasking and prioritization skills; ability to manage competing priorities effectively.
- Project Management experience or skills are strongly desired
- Account planning is a plus
- Experience with Google Analytics and Digital Marketing are 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
Location:
This is a remote position open to candidates based in the United States.
Wayvia is an equal opportunity employer that is committed to inclusion and diversity.
Skills Required
- Bachelor's degree or equivalent experience
- Experience in Account Management or Customer Success within digital media, e-commerce, technology platforms, or SaaS
- Ability to manage and grow a substantial book of business
- Ability to share best practices with peers
- Strong multitasking and prioritization skills
- Project management experience or skills
- Experience with Google Analytics
- Experience with digital marketing
- Experience with performance-based compensation tied to sales, revenue, and retention goals
- Experience with major retailers such as Amazon, Best Buy, or Walmart
- Account planning experience
What We Do
Growth shouldn’t be guesswork. With shopper and retail intelligence from any channel, Wayvia helps brands drive more revenue. Understand more about your shoppers and improve the path to purchase — from offsite to onsite to agentic commerce. Connect brand media and shopping agents to retail conversions, activate omnicommerce data, and compete to win on price, availability, and predictive decision-making.
