Launch Customer Success Manager

About the Role

The Customer Success Manager’s primary objective is to execute the onboarding of strategic accounts. The role builds the initial client relationship, oversees onboarding activities, manages communication between WM and the client, and ensures a complete and successful transition to the permanent account team for ongoing support. • Execute complex implementation project plans with customers and internal stakeholders. • Serve as subject‑matter expert on implementations, including non‑standard use cases. • Provide guidance on processes, data flows, regulatory impacts and lead client training. • Translate customer feedback into actionable service enhancements. • Build and maintain strategic advisor relationships during implementation and transition to the account team. • Lead meetings, document action items and ensure timely project execution. • Identify timeline and business process risks, present recommendations and solutions. • Escalate and resolve implementation issues as a client resource. • Manage onboarding analytics and reporting, maintaining current customer access data. • Ensure accuracy of internal and external data inputs for implementations. • Coordinate with Billing to confirm definitions and verify first‑invoice accuracy.

Key Responsibilities

• ▸implementation planning
• ▸client training
• ▸onboarding analytics
• ▸data accuracy
• ▸issue resolution
• ▸project management

What You Bring

The position requires the incumbent to live and work in the United States and meet the required education and experience criteria. A bachelor’s degree in Project Management or a related field is preferred, though a high school diploma or GED with four years of relevant experience may also qualify. Candidates must have at least seven years of related work experience. The company is committed to equal employment opportunity in the United States and Canada, providing accommodations for candidates throughout the selection process. Travel may require a REAL ID or TSA‑approved alternative. • Must reside and work in the United States. • Bachelor’s degree in Project Management or related field preferred; alternatively, high school diploma/GED with four years relevant experience. • Minimum of seven years of related work experience.

Requirements

• ▸us residency
• ▸bachelor's
• ▸ged
• ▸7 years
• ▸project management
• ▸real id

Benefits

Compensation ranges from $83,500 to $110,000 annually, depending on experience, education, certifications, and location. The role primarily operates in a professional office environment using standard office equipment. WM offers a competitive total compensation package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, 401(k) company match, paid vacation, holidays, and personal days. Benefits may vary by site.

Work Environment

Hybrid