Customer Success Manager



New York, NY, USA
Posted on Thursday, May 23, 2024

About the role:

Reporting to the Director, Customer Success, the Customer Success Manager will be responsible for managing employer customer relationships with Wagmo. You’ll be one of the early team members within this function, so you’ll help us define customer success at Wagmo. In doing so, we will look to you to build the playbook that will help us generate long term value for our employer, carrier, broker, and HR tech customer groups in the months and years to come. This position will be at the forefront of defining the company’s processes and best practices to support Wagmo’s growth and will be a key contributor to the company’s overall success.

What you’ll do:

  • Be a pivotal member of our Customer Success team

  • Strengthen our customer relationships by delivering amazing support; you’ll be the face and voice of Wagmo with our mid-market and enterprise employer clients

  • Be an analytical and adaptable partner with a focus on customers’ objectives and opportunities

  • Engage with data to understand customer engagement, identify product enhancements, and promote user adoption

  • Track customers’ value, retention, customer satisfaction and ultimately the expansion of Wagmo’s footprint

  • Partner with employer customers to establish and execute communications strategies that maximize Wagmo’s impact for their teams

  • Collaborate closely with product and sales to continuously innovate on Wagmo products and deliver value to our customers

  • Prepare and present Quarterly Business Reviews


  • 5+ years of customer success experience in employee benefits or HR tech space

  • A domain expert with experience partnering with carriers and/or brokers and/or benefits admin/ben tech providers or supporting direct-to-employer relationships

  • Experience in a high-growth startup environment

  • Entrepreneurial approach, comfort with ambiguity

  • A socially-oriented advocate who is passionate about building relationships and managing stakeholders

  • Unafraid of going deep into the data to understand customer engagement and adoption

  • Passionate about creating technology experiences that empower users

  • A team-player attitude with a desire to contribute toward company’s mission and goals

  • Strong project management and organizations skills

  • Excellent verbal, written, listening, and presentation skills

  • Highly organized, able to multitask, and easily adaptable to change

  • Ability to work cross-functionally with product, sales, and engineering teams

  • Innate motivation, and willingness to work in an autonomous environment – willingness to roll up your sleeves and get the job done

Key Benefits:

  • Equity in the company

  • Company paid medical premiums for employee-only plan (3 out of 4 medical plans)

  • Dental, vision, voluntary life, short term disability and long-term disability

  • Commuter assistance

  • Company paid Wagmo pet wellness and insurance plans through monthly reimbursement

  • Unlimited paid time off

  • 12 weeks parental time off

  • 401k

  • Company wide open feedback model