Strategic CSM, AI Solutions — Remote EST

Allegion Canada Inc.; Carmel (IN); Remote; USD 88,000 - 118,000; Full time

Benefits offered by this job

Health, dental & vision insurance

401K with matching

Health Savings Accounts

Flexible Spending Accounts

Disability Insurance

Life Insurance

Tuition Reimbursement

Wellness program

Job summary

Waitwhile is seeking a Customer Success Manager, Solutions to architect scalable, self-serve AI onboarding and manage end-to-end commercial lifecycle for Mid-Market customers. You will own renewals, upgrades, and downgrades, driving Net Revenue Retention with independent decision-making and strategic client leadership.

You will operate in a fully remote environment with occasional on-site visits as needed, communicating clearly with cross-functional teams and guiding product direction based on

Qualifications

• 5+ years in account lifecycle management or SaaS renewals.
• Strong English communication to diverse stakeholders.
• Experience with AI support tech stacks and data analysis.
• Familiarity with Intercom, Stripe, and HubSpot.

Responsibilities

• Oversee AI onboarding pathways and self-serve support.
• Manage mid-market renewals, upsells, downgrades; hit NRR targets.
• Serve as primary escalation point for complex queries.
• Lead scheduled consultations for partner enablement.
• Provide strategic recommendations to Product Leadership on roadmap.

Skills

Account lifecycle mgmt

NRR focus

English fluency

AI customer service tools

Intercom

Stripe

HubSpot

Root-cause analysis

Cross-functional comm

Tools

Intercom

Stripe

HubSpot

Job description

Waitwhile is seeking a Customer Success Manager, Solutions to architect scalable, self-serve AI onboarding and manage end-to-end commercial lifecycle for Mid-Market customers. You will own renewals, upgrades, and downgrades, driving Net Revenue Retention with independent decision-making and strategic client leadership.

You will operate in a fully remote environment with occasional on-site visits as needed, communicating clearly with cross-functional teams and guiding product direction based on