The Senior Customer Success Manager oversees client relationships, focusing on customer satisfaction, retention, and revenue growth while providing insights and success plans.
Company Overview:
At Wayvia, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, Wayvia is where your career can go further. We’d love to meet you.
We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible.
At Wayvia, you’ll find a team that’s curious, collaborative, and always up for solving what’s next. We move fast, think boldly, and support one another in building something that matters—for our clients, for shoppers, and for each other.
Job Brief:
The Senior Customer Success Manager partners with our customers. Reporting to the Enterprise Director of Customer Success, they will be the main day-to-day point of contact for their book of business. They own the client relationship and be charged with maintaining and growing revenue from customer set while delivering a high-level of customer satisfaction. This individual is an outstanding relationship-builder with a strong customer success mindset, a combination of technical and sales aptitude, collaborative by nature and comfortable being hands-on in the trenches.
Essential Function & Responsibilities:
- Own a book of business where you are responsible for managing the full customer lifecycle including adoption, add-on selling, and renewals.
- Execute at a high level to achieve goals around retention, growth, and customer satisfaction.
- Manage customer retention and retention initiatives.
- Partner with the sales team and other internal teams to deploy new customers and become trusted advisors to existing customers.
- Become a subject matter expert in e-Commerce and across our product suite.
- Provide your customers with valuable insights to help them achieve their business objectives including pulling reports, analyzing data, and understanding what it means and why it matters to your customers.
- Develop success plans and drive quarterly business reviews at the executive level.
- Develop cross-functional relationships at the user and executive level across multiple internal teams and brands.
Minimum Qualifications:
- Bachelor’s Degree or equivalent experience.
- 5+ years’ experience in high volume Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company.
- Demonstrated ability to manage and grow a large book of business and share best practices with team of account managers.
- Experience working with major retailers (Amazon, Best Buy, Home Depot, Kroger, Target, Walgreens, Walmart, etc.) is a plus.
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:
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.
Top Skills
AI
Data
E-Commerce
SaaS
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