Customer Success Manager, Solutions & Growth

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

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.