• Own Your Portfolio: Act as the primary point of contact for a dedicated group of 500+ customers, helping them navigate our platform and achieve their goals. • Support and; Guide: Be the go-to expert for inbound inquiries, providing timely, creative solutions and celebrating customer wins. • Proactive Success: Monitor engagement signals to identify and reach out to accounts that would benefit from your guidance. • Strategic Triage: Support the broader CSM team by resolving foundational inquiries, ensuring every customer receives a fast and helpful response. • Renewal Coordination: Assist in team-wide renewal quote preparation and operational workflows to ensure a seamless experience. • Growth Operations: Identify and document expansion opportunities within Salesforce to help drive team-wide growth. • AI-Enabled Efficiency: Leverage internal systems and AI tools to manage customer engagement effectively at scale. • Special Projects: Support the Director of Customer Success with other project needs as they arise.

Company Overview: At Wayvia, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, Wayvia is where your career can go further. We’d love to meet you. We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible. At Wayvia, you’ll find a team that’s curious, collaborative, and always up for solving what’s next. We move fast, think boldly, and support one another in building something that matters—for our clients, for shoppers, and for each other. Job Brief: The Customer Success Manager is responsible for owning a designated book of business and managing the complete customer lifecycle, from onboarding to renewal. This role requires executing at a high level to achieve goals related to retention, growth, and customer satisfaction. Essential Function & Responsibilities: - Manage full customer lifecycle: onboarding, adoption, expansion selling, and renewals. - satisfaction targets. - Lead customer retention initiatives and strategies. - Collaborate with new sales and internal teams to onboard and support new customers, becoming trusted advisors to existing customers. - Develop expertise in e-commerce and our product suite, providing valuable insights to customers for achieving business objectives through data analysis and reporting. - Create success plans and conduct executive-level quarterly business reviews. - Build cross-functional relationships at both user and executive levels across multiple internal teams and brands. Minimum Qualifications: - Bachelor’s Degree or equivalent experience.   - Experience in Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company.   - Proven ability to manage and grow a substantial book of business and share best practices with peers. - Experience with major retailers (e.g., Amazon, Best Buy, Walmart) is a plus. - Strong multitasking and prioritization skills; ability to manage competing priorities effectively. - Project Management experience or skills are strongly desired - Account planning is a plus - Experience with Google Analytics and Digital Marketing are strongly desired - Previous experience with performance-based compensation tied to sales/revenue and retention goals. Benefits: Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions: - Flexible work-from-home arrangements - 401K Match - Flexible vacation - Medical/Dental/Vision - 16 weeks of paid parental leave (US) - Technical stipend - Professional development programs - Wellness programs Location: This is a remote position open to candidates based in the United States. Wayvia is an equal opportunity employer that is committed to inclusion and diversity.

• Manage a portfolio of Freedom360 clients, ensuring consistent delivery of all program elements. • Conduct regular business reviews with clients, highlighting performance and demonstrating program ROI. • Support the renewal process by reinforcing value and client outcomes. • Lead onboarding, campaign preparation, approvals, and timely content publication. • Provide insights and suggestions to help clients make the most of the program. • Build strong client relationships through regular communication (chat, phone, email, video). • Maintain accurate client records in our CRM. • Work with the Freedom360 Program Lead to improve processes and client experience.

• Own success metrics for the Strategic customer segment, including retention, gross dollar revenue (GDR), growth, customer health, and executive/advocate engagement. • Define and lead execution of strategic goals and operational priorities that align with company objectives. • Partner with Sales leadership (including AVP and Strategic Account Managers) to co-develop account growth plans that balance growth and long-term value realization. • Lead, coach, and scale a team of Senior and Principal Customer Success Managers focused on high-value Enterprise accounts. • Set performance expectations tied to strategic outcomes, and foster a culture of excellence, accountability, and continuous improvement. • Enable your team with structured frameworks for key stakeholder engagement, value realization planning, risk mitigation, and cross-sell/expansion plays. • Work with Sales, Product, Marketing, and Consulting to shape cross-functional strategies that improve customer outcomes and elevate the overall customer experience. • Represent the voice of our largest and most strategic customers, translating customer feedback, usage patterns, and business objectives into actionable insights for teams like Product and Marketing. • Advocate for product enhancements, enablement resources, and market positioning that unlock measurable customer value and support retention and expansion goals. • Ensure your CS team acts as trusted advisors to key stakeholders across Strategic accounts, aligning on business priorities, success metrics, and expansion opportunities. • Surface complex risks early and deploy mitigation strategies in partnership with cross-functional stakeholders. • Lead or support adoption and business reviews for key accounts when necessary, reinforcing customer value and positioning paths for growth. • Monitor customer health scores, usage trends, and engagement signals to proactively identify risk and growth opportunities across your portfolio. • Ensure consistent, high-quality use of Customer Success systems (e.g., Gainsight, Gong) to enable data-driven decision-making and operational rigor. • Partner with global Customer Success leaders to design, pilot, test, and scale high-impact initiatives that improve how we operate (including engagement models, risk mitigation plays, and advocate programs). • Contribute to the evolution of our global CS operating model by identifying inefficiencies, surfacing best practices, and leading cross-regional initiatives that optimize team effectiveness, scalability, and customer impact. • Champion change management within your region, ensuring new processes, programs, and tools are successfully adopted and embedded within your team.