Wander

Customer Success Manager

• 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.

Vice President, Customer Success