Enterprise Customer Success Manager

Job title: Enterprise Customer Success Manager in Atlanta, GA at Waitwhile

Company: Waitwhile

Job description: 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 or ticketing platforms such as Intercom or Zendesk.Basic coding skills: Experience with HTML and CSS for quick and simple edits.Perks & Benefits ❤️We want Waitwhile to be an incredible place to work. We offer great benefits and perks, flexible working hours and lots of interesting challenges. We believe in making work fun and rewarding and care about your development and are committed to your success. Our benefits & perks programs include, but are not limited to:Competitive medical, dental & vision coverage for you and your family401(k) plan with a generous company matchIncome protection plans: Life & Disability Insurance12 company-paid holidays4 Weeks of PTOParental LeaveContinuing Education AllowanceHome Office StipendCoworking Space MembershipWaitwhile has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. We aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?Waitwhile is a wait management platform that helps businesses deliver better waiting experiences for their customers through automated, personalized and smartphone-based line experiences.Waitwhile has improved the wait experience for over 250 million guests and collectively given people back over 100k years they would have otherwise wasted waiting in line. Our customers include IKEA, Louis Vuitton, Google, Facebook and thousands of other businesses looking to improve their waiting experiences.The company was founded in 2017 in San Francisco with the mission to eliminate the 1 Trillion hours that humans waste standing in line every year. Waitwhile has secured $12 million in funding from investors including CRV and has offices in the US and Sweden.

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Location: Atlanta, GA

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