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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success management, focusing on renewals, retention, and expansion strategies while leveraging strong technical aptitude to address complex customer needs and improve operational workflows.
Highest-signal resume keywords
Customer Success ManagementNet Revenue Retention (NRR)Technical AptitudeComplex Issue DiagnosisCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle ManagementRenewals ManagementChurn AnalysisSupport Workflow ImprovementIntegration Recommendations
Soft Skills
Written CommunicationVerbal CommunicationProblem-Solving
Industry Keywords
SaaSCustomer Experience OperationsAccount ManagementRisk Management
About the role
Key responsibilities & impact- Oversee and continuously improve automated onboarding and AI-powered support experiences
- Manage renewals, upsells, downgrades, and retention across the Mid-Market customer portfolio
- Identify customer risks and opportunities to drive strong Net Revenue Retention
- Act as the senior human point of contact for complex business logic, technical questions, and critical customer use cases
- Lead scheduled consultations with Mid-Market customers
- Recommend configurations and help customers integrate Waitwhile into their operations
- Analyze customer behavior, churn trends, support patterns, and feature gaps
- Partner with Product and other internal teams on product discussions and roadmap decisions
- Improve customer-facing processes, support workflows, and internal ways of working
Requirements
What you’ll need- 5+ years of relevant experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer experience operations
- Experience managing the customer lifecycle, including renewals, retention, expansion, and risk management
- Strong understanding of Net Revenue Retention (NRR)
- Strong technical aptitude
- Experience diagnosing complex issues, identifying root causes, and turning them into practical solutions
- Excellent written and verbal communication skills in English
- Ability to explain complex concepts clearly to both technical and non-technical audiences
Benefits
Comp & perks- Health, dental and vision insurance coverage
- Unlimited Paid Time Off
- 401K plan with a 6% company match and no vesting period
- Health Savings Accounts
- Flexible Spending Accounts for healthcare and/or dependent daycare expenses
- Short-Term and Long-Term Disability Insurance paid for by Allegion
- Term life insurance with optional supplemental coverage
- Tuition Reimbursement
- Voluntary Wellness Program with monetary rewards
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back
- CliftonStrengths assessment & coaching
- Flexible working hours
- Professional growth opportunities
- Work-life balance
- Autonomy