Customer Success Manager

Wayvia; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible work-from-home arrangements

401K Match

Flexible vacation

16 weeks of paid parental leave (US)

Technical stipend

Wellness programs

Job summary

Wayvia is seeking a Customer Success Manager to own a designated book of business from post-implementation through renewal, acting as the main day-to-day contact for the brand. You will drive onboarding, adoption, retention, and growth while collaborating across internal teams to deliver value through data-driven insights.

The role requires a proven ability to manage the full lifecycle, executive-level QBRs, and strong proficiency with data analysis and Excel.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years in Customer Success or Account Management.
• Experience in SaaS, platform, or agency serving e-commerce brands.
• Proven ability to own and grow a book of business across the full lifecycle.
• Experience delivering executive-level QBRs and written success plans.
• Proficiency turning platform data into client strategy, including Excel and reporting tools.

Responsibilities

• Own a named book of business end-to-end through renewal, with onboarding and adoption.
• Lead customer retention initiatives and strategies to satisfaction targets.
• Sell expansion into existing accounts with support from an Account Manager.
• Collaborate with New Sales and internal teams to onboard new customers.
• Develop expertise in e-commerce and the Wayvia product suite to provide data-driven insights.
• Create success plans and run regular, executive-level QBRs.
• Maintain client relationships across multiple internal teams at user and executive levels.

Skills

Customer success

Account management

Relationship building

Strategic planning

Education

Bachelor’s degree or equivalent experience

2+ years in Customer Success or Account Management

SaaS/e-commerce vendor experience

Tools

Excel

Reporting tools

Job description

At Wayvia, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, Wayvia is where your career can go further. We’d love to meet you.

We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible.

At Wayvia, you’ll find a team that’s 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.

Job Brief:

The Customer Success Manager owns a designated book of business from post-implementation through renewal and contract — with no handoff to a separate onboarding or renewals function — and manages the complete customer lifecycle against goals for retention, growth and customer satisfaction. This role is the main day-to-day point of contact for its book, owning the client relationship with the brand.

• Full Lifecycle Ownership — Own a named book of business end to end, from post-implementation through renewal and contract, managing onboarding, adoption, identifying pipeline, and renewals with no handoff to a separate onboarding or renewals function.
• Retention Strategy — Lead customer retention initiatives and strategies to satisfaction targets.
• Expansion Selling — Sell expansion into existing accounts, with the support of an Account Manager.
• New Customer Onboarding — Collaborate with New Sales and internal teams to onboard and support new customers, becoming a trusted advisor to existing ones.
• Data-to-Insight Translation — Develop expertise in e-commerce and the Wayvia product suite, using it to give customers insight they act on through data analysis and reporting.
• Success Planning & QBRs — Create success plans and run regular, executive-level Quarterly Business Reviews.
• Client Relationship Ownership — Serve as the main day-to-day point of contact for the book of business, owning the client relationship with the brand and building relationships across multiple internal teams, at both the user and executive level.

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience.
• 2+ years of experience in Customer Success or Account Management.
• Experience gained vendor-side — at a SaaS, platform or agency company serving e-commerce brands. Experience gained entirely within a brand's own internal team does not meet this requirement.
• Proven ability to own and grow a book of business across the full lifecycle — onboarding, adoption, expansion and renewal.
• Demonstrated experience delivering executive-level QBRs and written success plans.
• Proficiency turning platform data into client strategy, including Excel and reporting tools.

Benefits:

Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions:

• Flexible work-from-home arrangements
• 401K Match
• Flexible vacation
• 16 weeks of paid parental leave (US)
• Technical stipend
• Wellness programs

Location:

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

Wayvia is an equal opportunity employer that is committed to inclusion and diversity.

As set forth in Wayvia’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.