Customer Success Manager Operations ·

WALR; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Walr, a leading data creation company, is seeking a Customer Success Manager for their Audience team. This role involves ensuring quality delivery of market research audiences, fostering client relationships, and leading projects. Ideal candidates will thrive in a startup environment, excel in time management, and possess strong communication skills. Join us to help reshape the future of business!

Benefits

PTO

Wellness stipends

401(k)

Flexible work arrangements

Qualifications

• At least 2 years in market research with sampling experience.
• Proactive in building relationships and customer engagement.
• Solution-oriented with strong project management skills.

Responsibilities

• Monitor delivery of sample work and manage strategic projects.
• Build relationships with key client stakeholders.
• Train and mentor team members to improve delivery quality.

Skills

Project Management

Communication

Customer Engagement

Time Management

Tools

Microsoft Office

Job description

About Walr:

Walr is a data creation company supporting insight professionals globally. It specializes in reaching diverse audience segments, leveraging proprietary technology, and offering bespoke services. With a suite of tools and a team of industry professionals, Walr provides efficient data collection, intuitive visualization, reporting, and transparent advice. Our goal is to simplify the complex research process with more efficient methods.

As a rapidly growing company and recipient of the Best Workplace in Tech and Wellbeing titles, we invite you to join us in shaping our journey. We value empowerment and growth, and we’re committed to reshaping the future of business.

About The Role:

We are looking for a Customer Success Manager in our Audience team, based in North America. The role involves ensuring the delivery of quality market research audiences across various projects and clients. You will build relationships with stakeholders, deliver consultative services, and ensure client expectations are exceeded.

This role is ideal for individuals who thrive in a startup environment, excel under tight timelines, embrace change, and manage multiple tasks. You will focus on maximizing customer satisfaction and delivering exceptional service throughout the project lifecycle, from questionnaire logic to project delivery.

Note: This is a remote-friendly role. If based in NYC, you may work from our office near Grand Central Station. Candidates should be able to work within Central or Pacific time zones.

Key Responsibilities:

• Monitor delivery of sample work, focusing on meeting gross margin targets.
• Collaborate with internal teams for successful project delivery.
• Anticipate challenges and suggest preventive measures.
• Act as the first point of escalation for live project issues.
• Manage and deliver strategically important sample projects.
• Ensure high-quality client deliverables and act as a quality control gate.
• Support pre-sales and onboarding for new clients.
• Build relationships with key client stakeholders.
• Serve as the subject matter expert on sampling and audiences.
• Lead implementation of new sampling methodologies and internal rollout of proprietary audiences.
• Train and mentor team members to improve delivery quality.

Desired Experience:

• At least 2 years in market research, with experience in sampling and sample management.
• Strong project management, communication, and administrative skills.
• Technical and commercial proficiency.
• Solution-oriented with curiosity and passion for learning.
• Proactive in building relationships and customer engagement.
• Organized with good time management skills.
• Confident in stakeholder communication across channels.
• Proficient in Microsoft Office and data-driven decision-making.

Desired Skills & Attributes:

• Commercial Mindset: Understands how role impacts profitability and market share.
• Strong Communication: Clear, persuasive, and structured communication skills.
• Client Relationship Management: Responsive and customer-focused.
• Time Management: Breaks down tasks and adapts to priorities.
• Professional Maturity: Respects diversity, demonstrates good manners, and self-regulates.
• Comfort with Ambiguity: Makes decisions logically amid change.
• Culture: Embraces collaboration, positivity, and shared success.

Additional Information:

We offer region-specific benefits, including PTO, holidays, leave, wellness stipends, healthcare, 401(k), parental leave, flexible work arrangements, awards, and more.

What We Value:

• We Delight through Dedication
• We Lead with Trust
• We Revel in Innovation
• We Celebrate as A Team
• We Are Empowered to Act Like Owners