Wander

Vice President, Customer Success

Wander

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Lead

About the role

  • 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.

Requirements

  • 10+ years of experience in Customer Success, customer success, or account management, with at least 5 years in a senior leadership role.
  • Proven success leading SaaS B2B customer success teams and/or hospitality/property management Customer Success.
  • Strong understanding of SaaS onboarding, adoption, and escalation management.
  • Experience managing both enterprise-level clients and high-net-worth property owners preferred.
  • Demonstrated ability to define and execute strategic plans while driving measurable results.
  • Strong financial and operational acumen, with the ability to explain performance metrics clearly.
  • Excellent communication, relationship-building, and conflict resolution skills.