Location: Hybrid, Marlborough MA
Reports To: VP of Sales

Wyebot is a fast-growing company that is searching for experienced candidates for the position of Senior Manager of Customer Success. If you are looking for an exciting place to work, then Wyebot is the place for you.

As the Senior Manager of Customer Success, you will lead a dynamic team focused on driving the adoption, satisfaction, growth, and long-term retention of our customers. You will be responsible for strategizing and executing customer success initiatives that ensure clients achieve maximum value from the Wyebot’s Wireless Intelligence Platform™ (WIP) platform. Your role will be critical in fostering strong relationships with customers, improving customer satisfaction, and scaling our Customer Success operations as the business grows.

Key Responsibilities:

1. Leadership & Strategy

• Develop and execute the customer success strategy to drive retention, growth, and product adoption.
• Lead, mentor, and develop a high-performing Customer Success team, including Customer Success Managers (CSMs) for both SLED & Enterprise.
• Set and manage KPIs to measure the team’s success, including churn, retention, expansion, and customer satisfaction.
• Collaborate with cross-functional teams including Sales, SEs, Engineering, and Marketing to ensure alignment on customer needs and priorities.
• Identify and implement process improvements to increase the efficiency and effectiveness of the Customer Success team.

2. Customer Onboarding & Retention

• Oversee the entire customer lifecycle from onboarding to renewal, ensuring that customers achieve their desired outcomes with Wyebot’s Wireless Intelligence Platform™ (WIP) solutions.
• Design and optimize the onboarding processes to ensure smooth transitions from Sales to Customer Success, setting customers up for success from day one.
• Develop proactive strategies to minimize churn, improve customer engagement, and drive product adoption.
• Lead initiatives to improve customer health metrics and reduce churn risk.

3. Customer Advocacy & Relationship Building

• Build and maintain strong relationships with key stakeholders in your customer accounts, acting as a trusted advisor and advocate.
• Create customer success plans that align with the customer’s business objectives, ensuring they maximize the value of the product.
• Facilitate quarterly business reviews (QBRs) to discuss account health, product updates, and gather feedback for continuous improvement.
• Identify upsell and cross-sell opportunities and work with the Sales team to drive additional revenue from existing customers.

4. Metrics & Reporting

• Monitor key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rates, renewal rates, and expansion metrics.
• Prepare and present regular reports to senior leadership on customer success KPIs, areas of improvement, and strategy adjustments.
• Utilize data and insights to identify trends and drive continuous improvement in customer success strategies.

5. Customer Advocacy & Feedback Loop

• Serve as the voice of the customer, ensuring feedback is communicated clearly to Product and Engineering teams to drive product enhancements.
• Develop customer advocacy programs, such as case studies, testimonials, and references, to showcase the value of Wyebot’s Wireless Intelligence Platform™ (WIP).

Qualifications:

• 7+ years of experience in customer success, account management, or customer support in a SaaS environment.
• 4+ years of experience in a leadership or management role within customer success or a related field.
• Proven track record of managing large-scale customers and reducing churn.
• Experience working closely with Sales, Product, and Engineering teams in a high-growth SaaS company.
• Exceptional leadership and people management skills, with a passion for developing and mentoring teams.
• Strong understanding of customer success metrics and experience with reporting tools.
• Excellent communication, presentation, and relationship-building skills.
• Strategic thinker with strong problem-solving capabilities.

Preferred Skills:

• Experience with both SLED and Enterprise-level SaaS solutions.
• E-Rate experience a plus.
• Strong project management skills and ability to manage multiple priorities.
• Experience implementing or scaling customer success teams in a growing organization.