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Enterprise Customer Success Manager

5 months ago

Atlanta, United States Waitwhile Full time
Job DescriptionJob DescriptionThe 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?