Customer Success Manager
Wand AI
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Own the Customer Relationship
- Take ownership of the customer relationship from the earliest stages of engagement, starting at the Proof of Value (POV) phase, ensuring continuity, trust, and strategic alignment from day one through full deployment and expansion.
- Serve as the primary relationship owner for several enterprise accounts across the United States, with accountability spanning the entire customer lifecycle.
- Build multi-threaded relationships across executive sponsors, program owners, business stakeholders, IT leaders, and end-user teams.
- Lead Quarterly Business Reviews and Executive Business Reviews, presenting adoption metrics, ROI, program progress, and roadmap alignment.
- Act as the customer's advocate within Wand, ensuring feedback, blockers, and strategic needs are surfaced and addressed internally.
- Drive Adoption & Value Realization
- Design and execute structured onboarding and enablement programs tailored to each customer’s business objectives and workflows.
- Define success metrics and KPIs at the start of the engagement and track them throughout the lifecycle.
- Proactively identify adoption gaps, usage risks, and organizational blockers before they become renewal issues.
- Run stakeholder workshops, training sessions, and adoption programs to expand usage across teams and departments.
- Partner with Solution Architects to connect platform capabilities to business outcomes in a way that resonates with executives.
- Manage the Program
- Maintain a detailed account plan and customer success roadmap for every account, updating it regularly.
- Track and report health indicators, adoption, usage trends, risk signals, and stakeholder engagement.
- Manage escalations end to end with clear ownership, structure, urgency, and communication.
- Coordinate cross-functionally with Product, Engineering, Legal, and Sales to resolve issues and deliver on commitments.
- Maintain strong discipline around documentation, action tracking, and follow-through.
- Grow the Account
- Identify expansion opportunities across new business units, workflows, user groups, and use cases.
- Partner with Sales on renewals, account strategy, and upsell motions.
- Maintain a clear view of renewal health and ensure churn risks are identified early and actively managed.
- Build internal champions who advocate for Wand through budgeting, procurement, and renewal cycles.
Requirements
- 7+ years of experience in Customer Success, Enterprise Account Management, Program Management, or a similar post-sale customer-facing role in enterprise software.
- Proven experience managing Fortune 500 adoption and expansion programs, not support-only relationships.
- Strong program management orientation with the ability to coordinate complex post-sale engagements across multiple stakeholders.
- Demonstrated experience owning large enterprise accounts with complex planning and renewal cycles.
- Ability to understand and discuss technical and AI-enabled products with both business and technical audiences.
- Strong executive communication skills, including experience leading business reviews with senior stakeholders.
- Experience working cross-functionally in a fast-moving B2B SaaS or enterprise technology environment.
- Willingness to travel as needed for key customer moments.
Benefits
- Health insurance
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessEnterprise Account ManagementProgram ManagementAdoption MetricsKPI TrackingStakeholder EngagementOnboarding ProgramsRisk ManagementB2B SaaSAI-enabled Products
Soft Skills
Relationship ManagementExecutive CommunicationStrategic AlignmentProblem SolvingCross-functional CoordinationLeadershipOrganizational SkillsAdvocacyTraining FacilitationDocumentation