AI-enabled onboarding and self-service enhancements to improve customer success and self-sufficiency.
Own the customer lifecycle across Mid-Market accounts, including renewals, upsells, downgrades, retention, and risk management, with a focus on Net Revenue Retention (NRR).
Serve as the senior human point of contact for complex business logic, technical questions, and critical use cases beyond self-service.
Lead configuration consultations with Mid-Market customers to understand needs, recommend configurations, and integrate Waitwhile into operations.
Analyze customer behavior, churn trends, support patterns, and feature gaps to drive improvements in customer experience and product.

Jobs at Waitwhile

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About the role

Waitwhile is seeking a Customer Success Manager, Solutions to help mid-market and enterprise customers maximize value from our platform and drive long-term growth and retention. This role blends strategic account management, commercial ownership, and technical problem solving to guide customers through complex use cases, optimize platform usage, and shape self-service and AI-powered experiences that enable scale.

Responsibilities

What you’ll need:

AI-enabled onboarding and self-service enhancements to improve customer success and self-sufficiency.
Own the customer lifecycle across Mid-Market accounts, including renewals, upsells, downgrades, retention, and risk management, with a focus on Net Revenue Retention (NRR).
Serve as the senior human point of contact for complex business logic, technical questions, and critical use cases beyond self-service.
Lead configuration consultations with Mid-Market customers to understand needs, recommend configurations, and integrate Waitwhile into operations.
Analyze customer behavior, churn trends, support patterns, and feature gaps to drive improvements in customer experience and product.
Partner with Product and other teams to bring customer insights into roadmaps and decisions.
Identify opportunities to optimize customer-facing processes and internal workflows as we scale.
5+ years of relevant experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer operations.
Strong understanding of Net Revenue Retention (NRR) and experience managing renewals, retention, expansion, and

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Key requirements

AI-enabled onboarding and self-service enhancements to improve customer success and self-sufficiency.
Own the customer lifecycle across Mid-Market accounts, including renewals, upsells, downgrades, retention, and risk management, with a focus on Net Revenue Retention (NRR).
Serve as the senior human point of contact for complex business logic, technical questions, and critical use cases beyond self-service.
Lead configuration consultations with Mid-Market customers to understand needs, recommend configurations, and integrate Waitwhile into operations.
Analyze customer behavior, churn trends, support patterns, and feature gaps to drive improvements in customer experience and product.