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Senior Customer Success Manager
at Wayv
Venice, CA

Senior Customer Success Manager
at Wayv
Venice, CA

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Description

Job Description

As a Senior Customer Success Manager, you will be a powerful advocate that solves problems and finds opportunities on behalf of the customer and WAYV. This individual will be focused on driving active usage and business transformation with our leading accounts. WAYV's Customer Success Managers bring our customers a unique mix of technical and business acumen, an ability to influence decision makers, and experience driving transformation programs across multiple business groups. As a key driver for WAYV's rapid growth, Customer Success Managers bring the experience to work with the leading cannabis brands, as well as an ambitious attitude and drive.

What You'll Do:

  • Empathize with every aspect of the customer experience, putting customers’ needs first
  • Guide and coach customers with dedicated customer success processes
  • Coach customers to be product experts and train their teams on WAYV so they become increasingly self-sufficient
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
  • Identify common customer challenges and actively suggest better solutions
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Craft customer onboarding assets and work with product marketing to refine existing and create new onboarding assets
  • Help drive customer references and case studies

Qualifications:

  • 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization
  • SaaS experience a plus
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Strong project management skills (eg. gantt charts, presentations, CRM)
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Consistent track record of highly-professional customer service in a fast paced, dynamic environment

Company Description

Headquartered in Los Angeles, WAYV is an automated, on-demand supply chain logistics platform servicing California’s growing cannabis industry. WAYV technology streamlines the traditional business-to- business process, including transport, sales, and payment through a one-stop website that integrates regulatory and compliance checks. Founded in 2017 by veteran technology executive Keith McCarty, WAYV serves as a transparent, efficient tracking and compliance platform that is creating a new standard and surpasses the fulfillment experience of non-cannabis markets in today’s on-demand world.

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