[Hiring] Customer Success Manager @Wand Synthesis AI Inc.

Role Description

You will be the primary relationship owner for Wand’s enterprise customers across the United States. Your mission is not reactive support. Your mission is to make Wand indispensable inside every customer account you own — ensuring successful adoption, measurable value realization, and long-term expansion across business units.

You will embed yourself in each customer’s operating environment, understanding their organizational structure, decision-making dynamics, roadmap, and success criteria. You will turn that understanding into a structured success program that drives adoption, measures impact, and positions Wand for durable growth within the account.

You will work in close partnership with our Solution Architects, who own the technical relationship, and our Sales Directors, who own the commercial relationship. You will serve as the central post-sale owner who keeps the account aligned, moving, and growing.

Role Responsibilities

• Own the Customer Relationship
  • Take ownership of the customer relationship from the earliest stages of engagement, starting at the Proof of Value (POV) phase, ensuring continuity, trust, and strategic alignment from day one through full deployment and expansion.
  • Serve as the primary relationship owner for several enterprise accounts across the United States, with accountability spanning the entire customer lifecycle.
  • Build multi-threaded relationships across executive sponsors, program owners, business stakeholders, IT leaders, and end-user teams.
  • Lead Quarterly Business Reviews and Executive Business Reviews, presenting adoption metrics, ROI, program progress, and roadmap alignment.
  • Act as the customer's advocate within Wand, ensuring feedback, blockers, and strategic needs are surfaced and addressed internally.
• Drive Adoption & Value Realization
  • Design and execute structured onboarding and enablement programs tailored to each customer’s business objectives and workflows.
  • Define success metrics and KPIs at the start of the engagement and track them throughout the lifecycle.
  • Proactively identify adoption gaps, usage risks, and organizational blockers before they become renewal issues.
  • Run stakeholder workshops, training sessions, and adoption programs to expand usage across teams and departments.
  • Partner with Solution Architects to connect platform capabilities to business outcomes in a way that resonates with executives.
• Manage the Program
  • Maintain a detailed account plan and customer success roadmap for every account, updating it regularly.
  • Track and report health indicators, adoption, usage trends, risk signals, and stakeholder engagement.
  • Manage escalations end to end with clear ownership, structure, urgency, and communication.
  • Coordinate cross-functionally with Product, Engineering, Legal, and Sales to resolve issues and deliver on commitments.
  • Maintain strong discipline around documentation, action tracking, and follow-through.
• Grow the Account
  • Identify expansion opportunities across new business units, workflows, user groups, and use cases.
  • Partner with Sales on renewals, account strategy, and upsell motions.
  • Maintain a clear view of renewal health and ensure churn risks are identified early and actively managed.
  • Build internal champions who advocate for Wand through budgeting, procurement, and renewal cycles.

Qualifications

• 7+ years of experience in Customer Success, Enterprise Account Management, Program Management, or a similar post-sale customer-facing role in enterprise software.
• Proven experience managing Fortune 500 adoption and expansion programs, not support-only relationships.
• Strong program management orientation with the ability to coordinate complex post-sale engagements across multiple stakeholders.
• Demonstrated experience owning large enterprise accounts with complex planning and renewal cycles.
• Ability to understand and discuss technical and AI-enabled products with both business and technical audiences.
• Strong executive communication skills, including experience leading business reviews with senior stakeholders.
• Experience working cross-functionally in a fast-moving B2B SaaS or enterprise technology environment.
• Willingness to travel as needed for key customer moments.

Preferred Experience

• Experience in AI, automation, enterprise SaaS, or other technically complex software environments.
• Background working with large US enterprise organizations.
• Familiarity with regulated industries is a plus.
• Experience in high-growth startup or scale-up environments.

Personal Characteristics

• You think like a program owner, not a support agent.
• You are highly structured, proactive, and focused on measurable outcomes.
• You take ownership of your accounts and drive issues to resolution.
• You are comfortable with ambiguity and know how to create order where process is still emerging.
• You communicate clearly and credibly with senior stakeholders.
• You have strong commercial instincts and can spot expansion opportunities without losing trust.