Customer Success Manager, Solutions - East Coast

Waitwhile; Northern (KY); Hybrid; USD 88,000 - 118,000; Full time

Benefits offered by this job

Health insurance

Unlimited Paid Time Off

401K with company match

Health Savings Account

Flexible Spending Accounts

Disability Insurance

Life Insurance

Tuition Reimbursement

Wellness program

Employee discounts

Community involvement

CliftonStrengths coaching

Job summary

Waitwhile is hiring a Customer Success Manager, Solutions to drive long-term growth and retention for Mid-Market and Enterprise customers. You will own renewals, expansions, risk management, and collaborate with Product to translate customer insights into product improvements.

You’ll guide complex use cases, optimize platform usage, and shape self-service and AI-powered experiences to scale success. This role offers autonomy and a strong impact on Waitwhile’s metrics.

Qualifications

• 5+ years in customer success, account management, or high-touch SaaS operations.
• Experience managing the customer lifecycle including renewals, retention, and expansions.
• Strong understanding of Net Revenue Retention (NRR) and how it drives growth.

Responsibilities

• Oversee renewals, upsells, downgrades, and retention for Mid-Market customers.
• Own the customer lifecycle and identify risks and opportunities to drive NRR.
• Serve as the senior point of contact for complex business logic and critical use cases.
• Lead configuration consultations to tailor Waitwhile to customer needs.
• Analyze customer behavior, churn trends, and feature gaps to inform improvements.
• Collaborate with Product and internal teams to translate customer insights into roadmaps.
• Identify opportunities to optimize customer-facing processes and internal workflows.

Skills

Customer Success

Account management

SaaS renewals

NRR focus

English fluency

Job description

Who we are

Here at Waitwhile we're on a mission to eliminate the 1 trillion hours people spend waiting in lines every year. Our platform combines virtual waitlists, scheduling, real-time updates, messaging, and analytics to make access to places, services, and events seamless, online or in person. Trusted by 10,000+ companies, Waitwhile has already helped over 250 million people enjoy a radically better waiting experience. Our clients include IKEA, Louis Vuitton, Costco, Delta Airlines and many more. We’re just getting started, and we need your help.

The role

We’re looking for a Customer Success Manager, Solutions to help our Mid-Market and Enterprise customers get the most out of Waitwhile while driving long-term customer growth and retention.

In this role, you’ll combine strategic account management, commercial ownership, and technical problem solving. You’ll guide customers through complex use cases, optimize how they use our platform, and help shape the self-service and AI-powered experiences that enable our customers to succeed at scale.

You’ll own key parts of the customer lifecycle, including renewals, expansions, and risk management, while working closely with Product and other teams to turn customer insights into better experiences and product improvements.

This is a high-impact role with significant autonomy. You’ll have the opportunity to make independent decisions, improve how we work with customers, and directly contribute to Waitwhile’s Net Revenue Retention (NRR) and long-term growth.

What you’ll do

• AI support & self-service: Oversee and continuously improve our automated onboarding and AI-powered support experiences, helping customers become more successful and self-sufficient.
• Customer lifecycle ownership: Manage renewals, upsells, downgrades, and retention across our Mid-Market customer portfolio, identifying risks and opportunities to drive strong NRR.
• Complex customer support: Act as the senior human point of contact for complex business logic, technical questions, and critical customer use cases that go beyond our self-service capabilities.
• Configuration consultations: Lead scheduled consultations with Mid-Market customers to understand their needs, recommend the right configurations, and help them integrate Waitwhile into their operations.
• Customer and product insights: Analyze customer behavior, churn trends, support patterns, and feature gaps to identify opportunities to improve both the customer experience and our product.
• Product collaboration: Partner closely with Product and other internal teams, bringing customer insights and recommendations into product discussions and roadmap decisions.
• Operational improvements: Identify opportunities to improve customer-facing processes, support workflows, and internal ways of working as we continue to scale.

What skills you need

• 5+ years of relevant experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer experience operations.
• Experience managing the customer lifecycle, including renewals, retention, expansion, and risk management, with a strong understanding of Net Revenue Retention (NRR).
• Strong technical aptitude and experience diagnosing complex issues, identifying root causes, and turning them into practical solutions.

Excellent written and verbal communication skills in English, with the ability to explain complex concepts clearly to both

A great place to work

We want Waitwhile to be an incredible place to work. We offer great benefits and perks, flexible working hours and lots of interesting challenges. We believe in making work fun and rewarding and care about your development and are committed to your success. Join Waitwhile at this exciting stage and help shape both our future and your own.

Backed by Allegion (NYSE: ALLE), a global leader in access management, Waitwhile combines the energy and opportunity of a growing SaaS company with the stability, resources, and benefits of a global organization.

What You’ll Get from Us:

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”
• Unlimited Paid Time Off
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
• Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
• Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
• Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
• Life Insurance – Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program – Simply complete wellness activities and earn monetary rewards
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can “serve others, not yourself”
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

Compensation:

• The expected Base Salary Range: $87,500-$118,200. The actual compensation will be determined based on experience and other factors permitted by law.
• Bonus Eligible: Yes

Waitwhile has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. We aim to be smart, humble, hardworking and, above all, collaborative.