Enterprise Customer Success Manager

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Enterprise Customer Success Manager (Remote, Chicago or East Coast Preferred)

Waitwhile is on a mission to eliminate the 1 trillion hours people spend waiting in lines every year. Our industry-leading queue management and appointment scheduling platform empowers businesses to streamline their operations and deliver exceptional customer experiences. Waitwhile is trusted by 10,000 companies worldwide and has helped more than 250 million people enjoy a radically better waiting experience at places like IKEA, Louis Vuitton, Costco, Delta Airlines, and many more. 

We are now looking for an Enterprise Customer Success Manager to join our mission to eliminate waiting and improve customer journeys. You'll be joining a fast-paced, rapidly growing technology scale-up with awesome culture and benefits. 

As an Enterprise Customer Success Manager at Waitwhile, you’ll serve as a trusted advisor to our most valued customers across the North America region. In this role, you will become the go-to expert on our product, gaining a deep understanding of each customer’s business goals, challenges, and the solutions that deliver measurable value through our platform. You will collaborate closely with our Sales, Support, Product and Engineering teams to ensure seamless product implementations, sharing innovative best practices, and conducting strategic sessions to set goals and uncover improvement opportunities. 

At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance.  

While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion.  

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.  

What You Will Do: 

• Manage your book of accounts: Take ownership of your accounts to ensure smooth initial implementations, drive deep product adoption, and deliver measurable value to our customers through the Waitwhile platform.

• Build strategic relationships: Act as a trusted consultant, understanding how Waitwhile can address business challenges and drive account revenue expansion through tailored solutions.

• Be a product expert: Provide best-practice guidance and actionable insights to help customers get the most out of Waitwhile.

• Drive technical success: Work hands-on to execute product implementations, configure accounts, and perform performance analyses.

• Improve Customer Success operations: Collaborate with the Customer Success team to design and implement processes and best practices that enhance our approach and scalability.

• Collaborate with Sales: Partner closely with the Sales team to ensure seamless transitions and an exceptional customer