Job Details

Job Summary

The primary objective of this role is to execute the onboarding of strategic accounts across all areas. The Customer Success Manager is responsible for building the initial relationship with the client while overseeing onboarding activities and managing communication between the company and the client. The role ensures a complete and successful onboarding before transitioning the client to their permanent account team for ongoing support.

Essential Duties and Responsibilities

Work directly with customers and internal stakeholders to ensure timely, accurate, and complete execution of complex implementation project plans.

Serve as an internal and customer-facing subject matter expert on implementations and impacts of non-standard use cases.

Provide practical guidance on operationalizing processes, data flows, and regulatory impacts; lead client trainings to optimize engagement.

Partner with functional teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement.

Build and sustain strong relationships with clients during the implementation phase, acting as a strategic advisor by understanding their objectives and challenges; transition relationship to the account team post-implementation.

Lead meetings with customers and internal stakeholders, document and manage action items, and ensure timely execution of project plans.

Engage across the customer's organization and work cross-functionally to identify opportunities and risks around timelines and business processes; present recommendations and solutions.

Act as a client resource to escalate and address implementation activities, including issue resolution.

Accountable for onboarding analytics and reporting, including customer access, ensuring all information is current, and referencing dashboards during engagements.

Ensure all internal and external data inputs are accurate for successful implementation.

Partner with Billing to confirm billing definitions and ensure first invoice accuracy.

Qualifications

Must live and work in the US.

A. Required Qualifications

Bachelor's Degree in Project Management, or a related field; or in lieu of degree, High School Diploma GED (accredited) and 4 years of relevant work experience. 7 years of related work experience (in addition to education requirement).

B. Preferred Qualifications

Physical Requirements

This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.