Enterprise Customer Success Manager

The opportunity ✨

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 in Atlanta 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.

The role 💼

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, and Engineering teams to ensure seamless product implementations, sharing innovative best practices, and conducting strategic sessions to set goals and uncover improvement opportunities.

Your work will directly contribute to creating exceptional customer experiences and fostering long-term partnerships.

While we’re primarily a WFH organization, this position is based in Atlanta. We have occasional in-person team meetings held at a coworking office. These meetups provide an opportunity for collaboration, allowing us to brainstorm, connect, and work together in person to make our projects even better!

What you'll be doing 🚀

• 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 experience.

• Be the voice of our customers: Act as the link between our customers and our Product team, sharing critical insights and feedback that influence our product roadmap and future development.

What skills you need 📖

• B2B SaaS Experience: 4+ years in a Customer Success role, ideally in a startup or scaleup environment.

• Proven Results: Demonstrated ability to drive successful product implementations and achieve key outcomes such as account expansion, retention, feature adoption and improved NPS.

• Effective Communication: Strong ability to articulate complex problems clearly and concisely to diverse audiences, including executives, marketers, engineers, sales representatives, and individual contributors.

• Self-Motivated Team Player: A proactive, results-oriented individual with a history of adding value in dynamic, fast-growing organizations.

• Relationship Building: Proven experience building and nurturing lasting relationships with customers and colleagues.

Bonus skills & attributes 🙌

• Technical Knowledge: Familiarity with APIs and their application in advanced customer workflows and custom integrations.

• Support Platform Proficiency: Experience using support