Customer Success Manager, Solutions

Allegion

Customer Success Manager optimizing Waitwhile’s AI support platform, configurations, renewals, and expansions. Driving retention and product strategy for Mid-Market and Enterprise customers.

Posted 9/10/2026full-time🇺🇸 United StatesMid-LevelSenior💰 $87,500 - $118,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing account lifecycles and driving Net Revenue Retention through effective customer experience operations. Proficient in utilizing automated support technologies and analyzing customer data to inform product enhancements and strategic solutions.

Highest-signal resume keywords

Net Revenue Retention ManagementAutomated Support Technology ProficiencyCustomer Sentiment AnalysisIssue Diagnosis and Root-Cause AnalysisAccount Lifecycle Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data-Driven Customer Sentiment AnalysisRisk Mitigation StrategiesFeature Enablement FrameworksAutomated In-App Product OnboardingAI Chat Support Algorithms

Soft Skills

Exceptional Written CommunicationExceptional Verbal CommunicationProblem-Solving AptitudeCross-Functional Collaboration

Tools & Technologies

IntercomStripeHubspot

Industry Keywords

Commercial SaaSCustomer Experience OperationsChurn Data AnalysisProduct Roadmap Prioritization

About the role

Key responsibilities & impact

Oversee, design, and continuously optimize automated in-app product onboarding pathways and AI chat support algorithms
Manage renewals, upsells, and downgrades for Mid-Market customers
Execute risk mitigation strategies to hit and exceed Net Revenue Retention targets
Act as the primary human fallback for complex business logic inquiries and critical escalations
Lead scheduled configuration consultations and deliver tailored feature enablement frameworks
Optimize platform integration with customer operations
Analyze self-serve user trends, churn data, and feature gaps
Recommend product roadmap priorities to Product Leadership
Design and own a brand-new outbound motion
Collaborate with product leadership and internal teams on product enhancements and best practices

Requirements

What you’ll need

Minimum of 5 years of experience managing account lifecycles, commercial SaaS renewals, or high-tier customer experience operations
Strong focus on driving Net Revenue Retention (NRR)
Exceptional written and verbal communication skills in English
Demonstrated proficiency with automated support tech stacks, AI customer service engines, and data-driven customer sentiment analysis tools
Experience with Intercom, Stripe, and Hubspot is a welcome bonus
Expertise in issue diagnosis and root-cause analysis
Technical aptitude for solving problems, identifying patterns, and recommending strategic solutions
Ability to bridge communication between technical and non-technical audiences
Qualified candidates must be legally authorized to be employed in the United States
Preference given to candidates living in EST

Benefits

Comp & perks

Fully remote team with flexible hours
Health, dental and vision insurance coverage
Unlimited Paid Time Off
401K plan with a 6% company match and no vesting period
Health Savings Accounts
Flexible Spending Accounts
Short-Term and Long-Term Disability Insurance paid for by Allegion
Life Insurance with option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program with monetary rewards
Employee Discounts through Perks at Work
Community involvement and opportunities to give back
CliftonStrengths assessment & coaching
Professional development opportunities
Bonus eligible