Enterprise Customer Success Manager
You're joining Waitwhile at the beginning of our journey. As an early member on the team, you'll have a huge impact on the company, culture and product - and you'll get to learn a ton and have fun.
The opportunity ✨
Waitwhile works to eliminate the 1 trillion hours that people spend waiting in lines every year. Our platform is trusted by over 10,000 companies worldwide and has helped more than 250 million people enjoy a radically better waiting experience at places like IKEA, Louis Vuitton, Costco, Tribeca Film Festival and more.
We are looking for an Enterprise Customer Success Manager to join our mission to eliminate waiting and improve customer journeys. You'll be joining a fast-paces, rapidly growing technology startup with awesome culture and benefits.
The role 💼
As an Enterprise Customer Success Manager you’ll act as a trusted advisor to Waitwhile’s largest and most valued customers across the globe. You will be their expert point of contact for all things product - ensuring these customers are getting value from our suite of products by developing a deep understanding of their business’ goals and challenges.
You’ll work hand-in-hand with our Sales, Support and Engineering teams, delivering the best possible experience to our customers by managing product implementations, account reviews and training.
This position is based in Atlanta at our bright, beautiful and spacious offices. We're an in-person company and prefer that you work from the office at least 2 days per week as we believe the best product gets built together, live.
What you'll be doing 🚀
- You’ll manage a book of Enterprise accounts, with the objective of initial implementation, driving deep product adoption, and ensure that our customers receive tangible value from using our platform to build long lasting relationships and account revenue expansion.
- You’ll be a product expert, able to advise your customers on best practices using Waitwhile.
- You will be a strategic consultant, understanding how Waitwhile can solve business problems across multiple regions and sectors.
- You'll often work in a highly technical capacity to do product implementations, account configurations and performance analysis.
- You’ll partner closely with our Sales team, to drive the best customer experience possible.
- You’ll mentor and coach other CSMs on the team, to develop their core skills and help ensure success with their customers.
- You’ll have the opportunity to develop and implement new processes that will shape how Customer Success operates.
- You’ll work closely with R&D, acting as an internal spokesperson for our most strategic customers and playing a crucial role in shaping our product roadmap and future development.
What skills you need 📖
- 4+ years experience working in a B2B client facing role within the Enterprise segment.
- Proven ability to drive key business outcomes such as account expansion, retention, and NPS improvement.
- Ability to understand and communicate complex problems clearly and concisely to different audiences (Executives, Marketers, Engineers, Sales Reps, ICs)
- Self-motivated and entrepreneurial team player with a track record of adding real value at a dynamic and fast growth company.
- Experience building lasting relationships with customers and colleagues.
Bonus skills & attributes 🙌
- Background in a SaaS or technology company
- Solid understanding of APIs and how they can be used for advanced customer workflows and custom integrations
- Experience with SQL and data querying
- Familiar with HTML & CSS for quick web editing
- Experience using a support/ticket platform like Intercom or Zendesk
Benefits ❤️
We want Waitwhile to be an incredible place to work. We offer great benefits and perks, flexible working hours and lots of interesting challenges. We believe in making work fun and rewarding and care about your development and are committed to your success.
Waitwhile has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. We aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?
- Department
- Customer Success
- Role
- Customer Success Manager
- Locations
- Atlanta
- Remote status
- Hybrid Remote
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Colleagues
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Atlanta
Grow with us.
-
Life balance
We're parents, care-givers and multi-faceted humans that don't want to spend all our time working. We do great work, but also encourage a great work-life balance.
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Autonomy
Your self-starting personality will shine when you have the freedom to shape your work and help guide the product's direction. -
Great benefits
Health benefits, retirement packages and generous time-off policies help keep your overall well-being a priority. -
Professional growth
We want to see you thrive. You will contribute to the larger vision of Waitwhile while growing in your career journey. -
Take time for yourself.
You have a life outside of work, and Waitwhile offers a generous time-off policy for you to enjoy it.
About Waitwhile
Waitwhile is a wait management platform that helps businesses deliver better waiting experiences for their customers through automated, personalized and smartphone-based line experiences.
Waitwhile has improved the wait experience for over 250 million guests and collectively given people back over 100k years they would have otherwise wasted waiting in line. Our customers include IKEA, Louis Vuitton, Google, Facebook and thousands of other businesses looking to improve their waiting experiences.
The company was founded in 2017 in San Francisco with the mission to eliminate the 1 Trillion hours that humans waste standing in line every year. Waitwhile has secured $12 million in funding from investors including CRV and has offices in the US and Sweden.
Enterprise Customer Success Manager
You're joining Waitwhile at the beginning of our journey. As an early member on the team, you'll have a huge impact on the company, culture and product - and you'll get to learn a ton and have fun.
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