Team Lead, Customer Success at Wix

| Miami, FL
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We are:
Wix's Account Management team. We're focused on helping growing businesses and web professionals find success through the Wix platform and business solutions. We're growing fast, support each other, and are focused on continuous quality and improvement for both our clients and our teams. Our mission is to maximize the success of our clients by truly understanding their business goals, and guiding them to use products and services in our suite to achieve them.
We're looking for a Manager, Customer Success to directly manage a new team of Customer Success Managers - building, nurturing, motivating and enriching their team. You will guide your team to live and breathe the Wix Account Management mission, acting as product experts and specialists to ensure customer satisfaction, retention and growth. This is an exciting opportunity to be a part of a very fast growing and impactful team at Wix; you must be comfortable building the playbook as we go, rather than executing a previously defined playbook.
You are:
A people manager with at least 1 year of experience leading and coaching a team and at least 2-3 years experience in customer success or account management. You have experience working with growing businesses, and ideally have a background in digital marketing or ecommerce. You're an inspirational manager and can communicate and coach effectively to ensure your team members are delivering and developing at a high level. You're ready, willing and able to overcome obstacles and remove barriers in solving problems for your team. A BA/BS is preferred, but relevant work experience will be considered. If you have experience working with accounts in a partners model or working in a startup environment, that's a plus!
As a Manager, Customer Success you will:
  • Directly manage a team of CSMs who help businesses and partnerships grow on Wix
  • Build a team and create an account management playbook
  • Contribute to the development of processes for a newly created and fast growing team
  • Own the overall team performance and pacing towards all monthly and quarterly goals
  • Train and coach team members, furthering professional development and performance
  • Lead the interviewing and hiring of new candidates for your team
  • Report regularly on data, activity and performance of the team
  • Identify growth opportunities within your team's book of business
  • Get into the weeds to help move support issues through to resolution
  • Act as a senior point of contact and escalation point for Wix customers
  • Lead relationships with other departments at Wix such as support, marketing and product to ensure that customer needs and the voice of the customer are heard, understood and prioritized

While the U.S. Wix team is WFH during Covid-19, at this time we are seeking Miami-based candidates who are able and willing to work on-site once we return to the office.
We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

An Insider's view of Wix

What’s the vibe like in the office?

The vibe is be who you are. You have an impact on those you come in contact with (yes, even virtually). It's the reason you’re here or want to join. Wix is filled with nothing more than good people working hard to help other people. The level of care you'll receive working for Wix from within this Wix is more than you could ever imagine.

Christian

Customer Care Expert

What projects are you most excited about?

Going into the role of a Senior AE, I didn’t realize was how valuable my 2 years at Wix were going to be for a team full of new faces. I’m excited to run my own sales training for the floor. As I prepare, I recognize how much I’ve progressed in my sales career, and it’s humbling to help other reps learn from my trial and error.

Lauren

Senior Account Manager

What makes someone successful on your team?

Our Customer Success team provides the best solutions to maximize our users’ success on Wix. Someone who is committed to personal & team excellence, has a strong understanding of eCommerce offerings, can build meaningful relationships, and is solution oriented will do well here.

Bruce

Senior Account Manager, eCommerce

How do you empower your team to be more creative?

We embrace change: we are still a "startup team" testing new ideas and demonstrating our impact to our customers and internally. We believe in teamwork: it's more important than ever to demonstrate your ability to help teammates. We “run with it”: our most successful Account Managers take an idea and execute with little to no guidance.

Alana

VP, Account Management

How do you collaborate with other teams in the company?

Collaborating is the best part about this company! While working from home during this time can be difficult elsewhere, when it comes to reaching out to solve a user’s or an employee’s problem, Wix makes that so easy with using the latest collaboration tools like Slack. It’s a great way to build a network while being away from a physical office.

Neha

Customer Care Team Leader

What are Wix Perks + Benefits

Wix Benefits Overview

We believe in a people-first approach, continuously adding to our benefits package to create an amazing employee experience for all.

Although we’re happy to offer great benefits like a competitive salary, 401k with matching, full medical and dental coverage, mental health resources, and generous/flexible PTO, what we value most is our “Take It Personal” approach to caring for our people. We recognize every employee has different needs, so we work to provide them with unique support and resources that go beyond the typical benefits package.

Whether that’s giving them extra time off to take care of a personal issue, being thoughtful in how we create an inclusive culture of belonging, shipping care packages for those who are sick, or providing food and shelter for someone who was affected by a natural disaster, we’re always there. It’s just The Wix Way.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity Employee Resource Groups
Women in Leadership, Wix Rainbow for our LGBTQIA community, and sKinTech for our POC community.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
100% covered for employees
Vision Benefits
100% covered for employees
Health Insurance Benefits
Wix pays 100% of base coverage. Employees have the option to buy up at a premium.
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Wix matches up to 4% of your contribution with no vesting period.
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
We have a casual dress code!
Commuter Benefits
This is currently not valid due to COVID-19 and remote work.
Company Outings
Wix hosts company outings and events.
Free Daily Meals
Stocked Kitchen
We have fully stocked kitchens.
Some Meals Provided
Employees receive a bi-weekly allowance of $220 via Benepass to purchase meals from restaurants, food delivery platforms, and grocery stores.
Happy Hours
Pet Friendly
Wix's pet policy is dog friendly daily.
Recreational Clubs
Wix has recreational club choices all year round.
Fitness Subsidies
Classpass membership: Wix subsidizes 85% of the 45-credit plan.
Home Office Stipend for Remote Employees
A $500, one-time benefit for setting up a comfortable and productive at-home working environment.
Professional Development Benefits
Lunch and learns
Wix hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks

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