Wander

Customer Success Manager

• Manage onboarding, adoption, and retention for Wander Sites customers.
• Design scalable Customer Success playbooks, lifecycle touchpoints, and health metrics.
• Act as a trusted advisor to customers, helping them achieve their goals with Wander Sites.
• Partner with Sales on renewals and expansion opportunities.
• Analyze customer usage data and feedback to surface insights for the Product and Engineering teams.
• Define and report key success metrics to help guide strategic decision-making.

Customer Success Lead

Customer Support

• Manage and resolve inbound customer requests for Wander Sites through chat, email, and helpdesk tools.
• Develop and refine support processes, SLAs, and escalation paths.
• Create and maintain customer-facing help center content and internal documentation.
• Partner with Product and Engineering to identify and escalate bugs or workflow issues.
• Analyze trends in support requests and provide actionable insights to improve product experience.
• Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.).
• Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT).

Customer Service Lead

Marketing

• Assist in creating supply-side marketing materials (pagers, presentations, case studies, and testimonials).
• Draft and schedule newsletters, blog posts, and social media content.
• Manage timelines, budgets, and logistics for supply-focused activations.
• Collaborate with analysts and sales teams to ensure campaigns run smoothly.

Marketing Specialist

Revenue Operations

• Audit existing sales systems, processes, tech stack, and workflows to identify optimization opportunities
• Analyze and improve conversion metrics across the entire funnel
• Build revenue forecasting models, pipeline analytics, and executive dashboards
• Define and refine ICP based on performance data across operated and listed property segments
• Establish territory design, quota methodology, and capacity planning frameworks
• Design lead routing, allocation, and cadence processes that maximize conversion and productivity
• Own sales tech stack architecture and drive continuous optimization (CRM, engagement platforms, analytics tools)
• Build sales playbooks, documentation, and standardized workflows
• Manage system integrations and ensure data quality across platforms
• Develop and manage sales operations budget with ROI focus
• Analyze marketing spend effectiveness and recommend channel allocation
• Track key efficiency metrics (CAC, sales cycle length, win rates, quota attainment)
• Partner with marketing to optimize lead generation strategy, targeting, and spend
• Analyze lead quality by source; refine MQL/SQL definitions and handoff processes
• Design compensation structures for operated and listed property deals
• Serve as strategic advisor on all revenue-related decisions
• Create executive reporting for leadership and board presentations

Revenue Operations Lead

SEO Marketing

• Own the SEO strategy & roadmap: define north‑star metrics and build the measurement plan.
• Build and iterate a quarterly roadmap across technical SEO, content, and authority/digital PR.
• Run day‑to‑day program management: standups, backlog, briefs, QA, and post‑mortems.
• Partner closely with Engineering to improve crawlability, indexation, site architecture, internal linking, Core Web Vitals, canonicalization, structured data, and JavaScript rendering.
• Ship content that ranks and converts: own keyword/opportunity mapping, content architecture, briefs, on‑page optimization, and internal linking modules for property, destination, and inspiration pages.
• Drive authority growth with our agency: campaign strategy, newsroom cadence, asset/angle development, prospecting guidelines, and quality control.
• Operationalize AEO: enrich and validate schema, target SERP features/AI overviews, and use tools to monitor surfaces and fill gaps.
• Establish SEO guardrails in our design system and CMS/templates; add automated checks to CI/CD.
• Create repeatable playbooks for new home launches, new destinations, and programmatic landing pages; champion E‑E‑A‑T signals.
• Build dashboards (GSC/GA4 + BI), run cohort/forecast analyses, and design pragmatic test‑and‑learn frameworks to tie SEO work to bookings and revenue.
• Report progress and learnings clearly to Growth leadership and exec stakeholders.

Senior SEO Manager, Organic Growth

• Lead Wander’s Customer Success business unit, setting strategic vision and establishing scalable processes.
• Manage two core teams: Customer Success – Property Managers (SaaS B2B clients using Wander Sites) and Customer Success – Operated (operated property owners).
• Oversee product onboarding, training, and ongoing support for SaaS B2B clients; ensure strong adoption and satisfaction with Wander Sites.
• Maintain communication and transparency with operated property owners; oversee financial and performance reporting.
• Implement processes for triage and escalation through Wander OS Owner Chat; drive monthly reporting on client satisfaction and retention trends.
• Establish feedback loops with Product, Operations, and Marketing; act as executive sponsor for key property management groups.

Customer Success Lead

Customer Service Lead

Marketing Specialist

Revenue Operations Lead

Senior SEO Manager, Organic Growth

Vice President, Customer Success