Senior Customer Success Manager

About the Company

At Wayvia, we help the world's top brands stay ahead—using AI, data, and innovation to shape the future of commerce. We assist global brands in connecting with their shoppers in ways that are relevant, respectful, and real. Our team is 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.

About the Role

The Senior Customer Success Manager partners with our customers as the main day-to-day point of contact for their book of business. Reporting to the Manager of Customer Success, this individual owns the client relationship, maintains and grows revenue, and ensures a high level of customer satisfaction. This role requires an outstanding relationship-builder with a strong customer success mindset, a combination of technical and sales aptitude, and a collaborative, hands-on approach.

Responsibilities

• Own a book of business and manage the full customer lifecycle, including onboarding, adoption, expansion, and renewals.
• Achieve retention, growth, and customer satisfaction goals.
• Manage customer retention and customer retention initiatives.
• Collaborate with the new sales team and other internal teams to deploy new customers and serve as trusted advisors.
• Become an expert in e-commerce and our product suite.
• Provide customers with valuable insights through data analysis and reporting.
• Develop success plans and conduct quarterly business reviews at the executive level.
• Build cross-functional relationships at user and executive levels across various teams and brands.

Requirements

• Bachelor's degree or equivalent experience.
• 5+ years of experience in high-volume account management or customer success in digital media, e-commerce, technology platforms, or SaaS.
• Proven ability to manage and grow a large book of business and share best practices.
• Experience with major retailers (e.g., Amazon, Best Buy, Home Depot) is a plus.
• Strong multi-tasking and priority-setting abilities.
• Previous experience with compensation based on sales/revenue and retention goals.

Benefits

• 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

Wayvia is an international employer, so some benefits may vary by country.

Pay

The salary for this role is $90,000–105,000 with commission as part of the compensation structure. Salary ranges are based on current market data and may vary based on experience, skills, location, and other factors permitted by law.

Location

This is a remote position open to candidates based in the United States.