Vendor Customer Success Manager

Wayfair; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in the e-commerce sector seeks a Vendor Customer Success Manager to enhance customer satisfaction and drive vendor relationships. This remote role requires excellent communication and relationship-building skills along with a proactive approach to managing and improving vendor performance. You will have significant responsibilities including executing KPIs and facilitating onsite engagements.

Qualifications

• Proven experience in Customer Success or Vendor Management.
• Demonstrable knowledge of managing vendor relationships.
• Strong written and verbal communication skills.

Responsibilities

• Lead site strategy and execute KPI improvements.
• Build relationships with service partner stakeholders.
• Provide regular updates and visibility to stakeholders.

Skills

Customer Success

Vendor Management

BPO Operations

Relationship Building

Analytical Skills

Problem Solving

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Google Suite

Microsoft Office

Job description

Location: UK/ Ireland or North America based

At Wayfair, we don’t just sell home goods—we deliver exceptional experiences. Our award-winning Customer Service & Sales Teams are the heart of that mission, blending cutting-edge technology with genuine human empathy to build trust and loyalty with every interaction. From the moment an order is placed to the delivery at a customer’s door, we’re dedicated to making shopping for the home seamless, personal, and enjoyable- via phone, email, chat or social media.

We're looking for dynamic leaders to join our fast-paced, remote environment and help shape the future of customer satisfaction and sales excellence. As a Vendor Customer Success Manager, you’ll drive positive and impactful partnerships with our Vendors globally, treating every day as an opportunity to to champion our customers, exceed performance targets, and strengthen business growth.

What You’ll Do

• Lead and execute against a site strategy for your key account / Service Partner effectively delivering KPI / operational improvements through effective governance.
• Be the primary point of contact for your Service Partner region/site, building and maintaining strong relationships that drive high stakeholders satisfaction.
• Provide regular updates and visibility to both Wayfair and service partner stakeholders leading WBRs for your site, and providing weekly narrative through weekly email updates.
• Leading on change adoption, assuring that process changes and adherence is effectively tracked and adopted across your service partner site(s)
• Effective and timely escalation of issues that arise which are blocking progress to site strategy or contracted standards.
• Maintain an onsite in person presence by attending on site once a month including all QBRs (this includes global travel to Europe & Asia (this role requires a minimum of 50% travel time)

What You'll Need

• Proven experience operating in a Customer Success, Vendor Management, or BPO Operations function; any global or multi-regional exposure is advantageous.
• Demonstrable knowledge of how to effectively manage outsourced vendor relationships and drive performance improvements.
• Excellent written and verbal communication, assertiveness, and strong relationship building skills.
• Proficient understanding of how, and when, to leverage supporting tools & systems to achieve measurable business improvements
• Capability to lead through influence and governance rather than direct management.
• To be a proactive self starter; decisive, and able to quickly pivot and implement improvement opportunities with agility.
• Excellent analytical and problem-solving skills, with a strong attention to detail and process focused mindset.
• Ability to deliver timely and constructive feedback to both internal and external stakeholders
• Intermediate User knowledge of IT systems and Applications (Google Suite/ Microsoft Office).
• Flexibility to work effectively across time zones and cultures.

Interested! Click Apply to get speaking to one of your Wayfair Recruiters.

#Disclaimer: For the purposes of advertising and optimization Wayfair may use a different title to that of your contracted title.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Wayfair Inc. is an American e-commerce company that sells furniture and home-goods.

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