Enterprise Customer Success Manager

Who we are

Here at Waitwhile we're 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 helps businesses streamline operations and deliver exceptional customer experiences. Trusted by 10,000 companies worldwide, Waitwhile has already helped more than 250 million people enjoy a radically better waiting experience at places like IKEA, Louis Vuitton, Costco, Delta Airlines, and many more.

Waitwhile is backed by Allegion, a global leader in security and access solutions with 30+ brands, 12,000+ employees worldwide, and products sold in 130 countries. In 2024, Allegion was awarded the Gallup Exceptional Workplace Award, recognizing one of the most engaged workplace cultures in the world.

As an Enterprise Customer Success Manager at Waitwhile, you’ll serve as a trusted advisor to our most valued customers across North America. You’ll become a true expert on our platform and help enterprise customers drive measurable value by improving customer journeys, increasing adoption, and ensuring long‑term success.

You’ll collaborate closely with Sales, Support, Product, and Engineering to deliver smooth implementations, share best practices, and run strategic sessions that uncover new opportunities and drive account growth.

This is a flexible remote role, with occasional on‑site visits as needed. Chicago or East Coast location is preferred.

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.

• B2B SaaS
  
  Experience:
  
  4+ years in a Customer Success role, ideally in a scaleup environment with enterprise clients.
• 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.

• 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.

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. Join Waitwhile at this exciting stage and help shape both our future and your own.

Waitwhile has a positive, diverse, and supportive culture - we…