Customer Success Manager, Solutions - Remote United States, East Coast

Waitwhile provides a queue management and appointment scheduling platform that helps businesses streamline operations and improve customer experiences. The Customer Success Manager, Solutions will manage Mid-Market and Enterprise customer lifecycles, optimize AI-powered self-service systems, oversee renewals and expansions, handle escalations, and advise product leadership on strategic improvements.

Responsibilities:

• Oversee, design, and continuously optimize the automated, in-app product onboarding pathways and AI chat support algorithms to maximize self-serve user independence
• Manage renewals, upsells, and downgrades for the Mid-Market customer tier, executing risk mitigation strategies to consistently hit and exceed Net Revenue Retention (NRR) targets
• Act as the primary, high-level human fallback layer for complex business logic inquiries and critical use-case escalations that transcend self-service AI capabilities
• Lead scheduled, bookable consultations for mid-market partners to deliver tailored feature enablement frameworks and optimize platform integration with their operations
• Analyze aggregated self-serve user trends, churn data, and feature gaps to deliver authoritative recommendations to Product Leadership on roadmap priorities

Requirements:

• Qualified candidates must be legally authorized to be employed in the United States
• Minimum of 5 years of experience managing account lifecycles, commercial SaaS renewals, or high-tier customer experience operations, with a strong focus on driving Net Revenue Retention (NRR)
• Exceptional written and verbal communication skills in English, with proven success in conveying concepts clearly to both customers and internal stakeholders across multiple teams
• Demonstrated proficiency with automated support tech stacks, AI customer service engines, and data-driven customer sentiment analysis tools
• Proven expertise in issue diagnosis and root-cause analysis, leveraging technical aptitude to not only solve problems but to identify patterns and recommend strategic solutions
• Skilled at bridging communication between technical and non-technical audiences, empowering customers while aligning internal teams on product enhancements and supporting best practices
• Experience with Intercom, Stripe, and Hubspot is a welcome bonus
• Preference given to candidates living in EST, to best support the business