Customer Success Manager, Solutions - East Coast

Here at Waitwhile we're on a mission to eliminate the 1 trillion hours people spend waiting in lines every year. Our platform combines virtual waitlists, scheduling, real-time updates, messaging, and analytics to make access to places, services, and events seamless, online or in person. Trusted by 10,000+ companies, Waitwhile has already helped over 250 million people enjoy a radically better waiting experience.

Our clients include IKEA, Louis Vuitton, Costco, Delta Airlines and many more. We’re just getting started, and we need your help.

We’re looking for a Customer Success Manager, Solutions to help our Mid-Market and Enterprise customers get the most out of Waitwhile while driving long-term customer growth and retention.

In this role, you’ll combine strategic account management, commercial ownership, and technical problem solving. You’ll guide customers through complex use cases, optimize how they use our platform, and help shape the self-service and AI-powered experiences that enable our customers to succeed at scale.

You’ll own key parts of the customer lifecycle, including renewals, expansions, and risk management, while working closely with Product and other teams to turn customer insights into better experiences and product improvements.

This is a high-impact role with significant autonomy. You’ll have the opportunity to make independent decisions, improve how we work with customers, and directly contribute to Waitwhile’s Net Revenue Retention (NRR) and long-term growth.

• AI support & self-service: Oversee and continuously improve our automated onboarding and AI-powered support experiences, helping customers become more successful and self-sufficient.
• Customer lifecycle ownership: Manage renewals, upsells, downgrades, and retention across our Mid-Market customer portfolio, identifying risks and opportunities to drive strong NRR.
• Complex customer support: Act as the senior human point of contact for complex business logic, technical questions, and critical customer use cases that go beyond our self-service capabilities.
• Configuration consultations: Lead scheduled consultations with Mid-Market customers to understand their needs, recommend the right configurations, and help them integrate Waitwhile into their operations.
• Customer and product insights: Analyze customer behavior, churn trends, support patterns, and feature gaps to identify opportunities to improve both the customer experience and our product.
• Product collaboration: Partner closely with Product and other internal teams, bringing customer insights and recommendations into product discussions and roadmap decisions.
• Operational improvements: Identify opportunities to improve customer-facing processes, support workflows, and internal ways of working as we continue to scale.

• 5+ years of relevant experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer experience operations.
• Experience managing the customer lifecycle
  , including renewals, retention, expansion, and risk management, with a strong understanding of Net Revenue Retention (NRR).
• Strong technical aptitude and experience diagnosing complex issues, identifying root causes, and turning them into practical solutions.

Excellent written and verbal communication skills in English
, with the ability to explain complex concepts clearly to both

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…