Customer Success Manager

Wayvia is a company that helps global brands connect with their shoppers using AI, data, and innovation. The Customer Success Manager is responsible for managing the complete customer lifecycle, focusing on retention, growth, and customer satisfaction.

Responsibilities:

• Manage full customer lifecycle: onboarding, adoption, expansion selling, and renewals
• Lead customer retention initiatives and strategies
• Collaborate with new sales and internal teams to onboard and support new customers, becoming trusted advisors to existing customers
• Develop expertise in e-commerce and our product suite, providing valuable insights to customers for achieving business objectives through data analysis and reporting
• Create success plans and conduct executive-level quarterly business reviews
• Build cross-functional relationships at both user and executive levels across multiple internal teams and brands

Requirements:

• Bachelor's Degree or equivalent experience
• Experience in Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company
• Proven ability to manage and grow a substantial book of business and share best practices with peers
• Strong multitasking and prioritization skills; ability to manage competing priorities effectively
• Project Management experience or skills are strongly desired
• Experience with Google Analytics and Digital Marketing are strongly desired
• Previous experience with performance-based compensation tied to sales/revenue and retention goals
• Experience with major retailers (e.g., Amazon, Best Buy, Walmart) is a plus
• Account planning is a plus