Strategic Customer Success Manager, Solutions — Remote EST

Allegion; United States; On-site; USD 88,000 - 118,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Unlimited PTO

401K with company match

Health Savings Account

Flexible Spending Accounts

Disability Insurance

Life Insurance

Tuition Reimbursement

Wellness Program

Employee discounts

Job summary

Allegion, a global leader in access management, is seeking a Customer Success Manager, Solutions for a US remote EST role. This position supports Waitwhile’s enterprise customers and blends strategic consulting with platform optimization, with a flexible remote schedule and occasional on-site visits as needed.

You will own renewals and expansions, train customers on self-serve AI flows, manage Net Revenue Retention, and collaborate with product leadership to drive growth.

Qualifications

• Minimum of 5 years of experience managing account lifecycles, commercial SaaS renewals, or high‑tier customer experience operations with a focus on Net Revenue Retention (NRR).
• Bachelor's Degree required.
• Exceptional written and verbal communication skills in English with cross‑team effectiveness.
• Experience with automated support tech stacks, AI CS engines, and data‑driven sentiment tools; Intercom/Stripe/HubSpot a bonus.
• Ability to bridge technical and non‑technical audiences to enable customers and align product roadmaps.

Responsibilities

• AI Support & Self‑Serve Governance: oversee onboarding and AI chat optimization to maximize self‑serve use.
• Commercial Lifecycle Ownership: manage renewals, upsells, and downgrades; protect NRR targets.
• Elite Escalation Management: be the primary human fallback for complex inquiries beyond AI capabilities.
• Advanced Configuration Consultation: lead bookable consultations to enable feature adoption and platform integration.
• Strategic Feature Advocacy: analyze trends and data to advise Product Leadership on roadmaps.

Skills

Account management

SaaS renewals

NRR focus

English comms

Intercom familiarity

Education

Bachelor's Degree

Tools

Intercom

Stripe

HubSpot

Job description

Allegion, a global leader in access management, is seeking a Customer Success Manager, Solutions for a US remote EST role. This position supports Waitwhile’s enterprise customers and blends strategic consulting with platform optimization, with a flexible remote schedule and occasional on-site visits as needed.

You will own renewals and expansions, train customers on self-serve AI flows, manage Net Revenue Retention, and collaborate with product leadership to drive growth.