Enterprise Customer Success Manager

Allegion is a global leader in security and access solutions, and they are seeking an Enterprise Customer Success Manager to enhance customer journeys and eliminate waiting times. In this role, you will serve as a trusted advisor to valued customers, ensuring successful product implementations and driving product adoption across the North America region.

Responsibilities:

• Manage your book of accounts: Take ownership of your accounts to ensure smooth initial implementations, drive deep product adoption, and deliver measurable value to our customers through the Waitwhile platform
• Build strategic relationships: Act as a trusted consultant, understanding how Waitwhile can address business challenges and drive account revenue expansion through tailored solutions
• Be a product expert: Provide best-practice guidance and actionable insights to help customers get the most out of Waitwhile
• Drive technical success: Work hands-on to execute product implementations, configure accounts, and perform performance analyses
• Improve Customer Success operations: Collaborate with the Customer Success team to design and implement processes and best practices that enhance our approach and scalability
• Collaborate with Sales: Partner closely with the Sales team to ensure seamless transitions and an exceptional customer experience
• Be the voice of our customers: Act as the link between our customers and our Product team, sharing critical insights and feedback that influence our product roadmap and future development

Requirements:

• B2B SaaS Experience: 4+ years in a Customer Success role, ideally in a scaleup environment with enterprise clients
• Proven Results: Demonstrated ability to drive successful product implementations and achieve key outcomes such as account expansion, retention, feature adoption and improved NPS
• Effective Communication: Strong ability to articulate complex problems clearly and concisely to diverse audiences, including executives, marketers, engineers, sales representatives, and individual contributors
• Self-Motivated Team Player: A proactive, results-oriented individual with a history of adding value in dynamic, fast-growing organizations
• Relationship Building: Proven experience building and nurturing lasting relationships with customers and colleagues
• Technical Knowledge: Familiarity with APIs and their application in advanced customer workflows and custom integrations
• Support Platform Proficiency: Experience using support or ticketing platforms such as Intercom or Zendesk
• Basic coding skills: Experience with HTML and CSS for quick and simple edits