Customer Success Manager

At Wayvia, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, Wayvia is where your career can go further. We’d love to meet you.

We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible.

At Wayvia, you’ll find a team that’s curious, collaborative, and always up for solving what’s next. We move fast, think boldly, and support one another in building something that matters—for our clients, for shoppers, and for each other.

Job Brief:

The Customer Success Manager owns a designated book of business from post-implementation through renewal and contract — with no handoff to a separate onboarding or renewals function — and manages the complete customer lifecycle against goals for retention, growth and customer satisfaction. This role is the main day-to-day point of contact for its book, owning the client relationship with the brand.

• Full Lifecycle Ownership — Own a named book of business end to end, from post-implementation through renewal and contract, managing onboarding, adoption, identifying pipeline, and renewals with no handoff to a separate onboarding or renewals function.
• Retention Strategy — Lead customer retention initiatives and strategies to satisfaction targets.
• Expansion Selling — Sell expansion into existing accounts, with the support of an Account Manager.
• New Customer Onboarding — Collaborate with New Sales and internal teams to onboard and support new customers, becoming a trusted advisor to existing ones.
• Data-to-Insight Translation — Develop expertise in e-commerce and the Wayvia product suite, using it to give customers insight they act on through data analysis and reporting.
• Success Planning & QBRs — Create success plans and run regular, executive-level Quarterly Business Reviews.
• Client Relationship Ownership — Serve as the main day-to-day point of contact for the book of business, owning the client relationship with the brand and building relationships across multiple internal teams, at both the user and executive level.

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience.
• 2+ years of experience in Customer Success or Account Management.
• Experience gained vendor-side — at a SaaS, platform or agency company serving e-commerce brands. Experience gained entirely within a brand's own internal team does not meet this requirement.
• Proven ability to own and grow a book of business across the full lifecycle — onboarding, adoption, expansion and renewal.
• Demonstrated experience delivering executive-level QBRs and written success plans.
• Proficiency turning platform data into client strategy, including Excel and reporting tools.

Benefits:
Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions:

• Flexible work-from-home arrangements
• 401K Match
• Flexible vacation
• 16 weeks of paid parental leave (US)
• Technical stipend
• Wellness programs

Location: This is a remote position open to candidates based in the United States.

Wayvia is an equal opportunity employer that is committed to inclusion and diversity.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Wayvia’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.