Enterprise Customer Success Manager EMEA

The opportunity

Waitwhile works to eliminate the 1 trillion hours that people spend waiting in lines every year. Our platform is trusted by over 10000 companies worldwide and has helped more than 250 million people enjoy a radically better waiting experience at places like IKEA Louis Vuitton Costco Tribeca Film Festival and more.

We are looking for our first Enterprise Customer Success Manager in Europe to join our mission to eliminate waiting and improve customer journeys. Youll be joining a fastpaces rapidly growing technology startup with awesome culture and benefits.

The role

As an Enterprise Customer Success Manager youll act as a trusted advisor to Waitwhiles largest and most valued customers across the globe. You will be their expert point of contact for all things product ensuring these customers are getting value from our suite of products by developing a deep understanding of their business goals and challenges.

Youll work handinhand with our Sales Support and Engineering teams delivering the best possible experience to our customers by managing product implementations account reviews and training.

This position is based in Stockholm at our bright beautiful and spaciousoffices on Kungsgatan 32. Were an inperson company and prefer that you work from the office at least 2 days per week as we believe the best product gets built together live.

What youll be doing

• Youll manage a book of Enterprise accounts with the objective of initial implementation driving deep product adoption and ensure that our customers receive tangible value from using our platform to build long lasting relationships andaccount revenue expansion.
• Youll be a product expert able to advise your customers on best practices using Waitwhile.
• You will be a strategic consultant understanding how Waitwhile can solve business problems across multiple regions and sectors.
• Youll often work in a highly technical capacity to do productimplementations account configurations and performance analysis.
• Youll partner closely with our Sales team to drive the best customer experience possible.
  
• Youll mentor and coach other CSMs on the team to develop their core skills and help ensure success with their customers.
• Youll have the opportunity to develop and implement new processes that will shape how Customer Success operates.
• Youll work closely with R&D acting as an internal spokesperson for our most strategic customers and playing a crucial role in shaping our product roadmap and future development.

What skills you need

• 4 years experience working in a B2B client facing role within the Enterprise segment.
• Proven ability to drive key business outcomes such as accountexpansion retention and NPS improvement.
• Ability to understand and communicate complex problems clearly and concisely to different audiences (Executives Marketers Engineers Sales Reps ICs)
• Selfmotivated and entrepreneurial team playerwith atrack record of adding real value at a dynamic and fast growth company.
• Experience building lasting relationships with customers and colleagues.

Bonus skills & attributes

• Background in a SaaS or technology company
• Solid understanding of APIs and how they can be used for advanced customer workflows and custom integrations
• Experience with SQL and data querying
• Familiar with HTML& CSS for quick web editing
• Experience using a support/ticket platform like Intercom or Zendesk
• Proficiency in French or Spanish is a plus!

Benefits

We want Waitwhile to be an incredible place to work. We offer great benefits and perks flexible working hours and lots of interesting challenges. We believe in making work fun and rewarding and care about your development and are committed to your success.

Waitwhile has a positive diverse and supportive culturewe look for people who are curious inventive and work to be a little better every single day. We aim to be smart humble hardworking and above all collaborative. If this sounds like a good fit for you why not say hello