CDI Product Consultant

ABOUT THIS POSITION

Serves as the primary post‑sale point of contact for clients / customers. Uses in‑depth knowledge of client industry and / or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products / services. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) / services.

May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross‑selling of related products / services; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and / or Support.

May or may not be on a sales incentive plan that is based on individual and / or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.

• Strategic Account Management: Develop and execute comprehensive success plans for a portfolio of high‑value, complex enterprise clients, aligning Waystar's solutions with their strategic business objectives and key performance indicators.
• Proactive Engagement & Value Realization: Regularly engage with key client stakeholders (up to C‑suite level) to understand their evolving needs, provide strategic guidance, demonstrate product value, and identify opportunities for expansion and optimization.
• Problem Resolution & Escalation Management: Act as the primary point of contact for complex client issues, coordinating internal resources and expertise to ensure timely and effective resolution, and proactively managing escalations to maintain client trust.
• Product Adoption & Best Practices: Drive product adoption and utilization within client organizations, providing guidance on best practices, facilitating training where necessary, and advocating for client needs internally to influence product roadmap development.
• Renewal & Expansion: Lead renewal conversations, negotiate contracts, and identify and pursue opportunities for upselling and cross‑selling Waystar products and services, contributing directly to revenue growth and retention targets.
• Client Advocacy & Feedback: Serve as a strong internal advocate for client needs, gathering and disseminating feedback to product, sales, and support teams to foster continuous improvement and innovation.
• Data Analysis & Reporting: Analyze client usage data, performance metrics, and health scores to identify trends, predict potential risks, and proactively intervene to ensure client success. Prepare and present executive‑level reports on client status and progress.
• Mentorship & Leadership: Potentially mentor junior Customer Success team members, share best practices, and contribute to the development of Waystar's Customer Success methodology and processes.

• Experience: 7+ years of experience in Customer Success, Account Management, or a related client‑facing role, specifically working with large enterprise accounts in the SaaS or technology industry.
• Strategic Thinking: Proven ability to develop and execute strategic account plans, demonstrating a deep understanding of complex business challenges and how technology solutions can address them.
• Communication & Executive Presence: Exceptional communication, presentation, and interpersonal skills, with the ability to articulate complex ideas clearly and influence stakeholders at all levels, including C‑suite executives.
• Problem‑Solving & Analytical
  
  Skills:
  
  Strong analytical capabilities to interpret data, identify root causes, and develop effective solutions for client challenges.
• Technical Acumen: Solid understanding of SaaS technologies and the ability to quickly grasp and explain complex product functionalities and integrations.
• Negotiation
  
  Skills:
  
  Demonstrated ability to lead complex contract negotiations and drive mutually…