Senior Manager, Customer Success

Location: Remote or Hybrid (East Coast, US)
Employment Type: Full-time
Experience Level: Senior Management

About Us:

Wisy is transforming how global CPG and retail brands execute with the help of our powerful on-device AI agent. By delivering real-time insights at the shelf—even in low-connectivity environments—we’re enabling smarter, faster decisions where they matter most. Join our mission to scale customer value through cutting-edge AI that works in the real world.

About the Role:

As the Senior Manager of Customer Success, you will be responsible for shaping and executing the post-sale experience for our growing portfolio of enterprise clients. You will lead a high-impact team, drive strategy across onboarding, adoption, retention, and expansion, and ensure that customer value and advocacy are at the center of everything we do. This role is critical to our growth and requires someone who is equal parts strategic thinker, empathetic leader, and operationally excellent.

You will work cross-functionally with Sales, Product, and Engineering to elevate the voice of the customer and ensure we’re delivering exceptional service and outcomes. This is a rare opportunity to build and scale customer success from the ground up in a fast-paced, AI-driven startup.

Core Responsibilities (What You Will Do):

• Lead, coach, and grow a high-performing Customer Success team
• Define and operationalize customer lifecycle strategies that drive engagement, satisfaction, and renewal
• Establish clear KPIs and reporting structures to track customer health and team effectiveness
• Build trusted relationships with key accounts and executive stakeholders
• Act as a strategic partner to Product and Engineering to surface insights that improve the customer experience
• Own escalations and serve as a customer advocate across the organization
• Use AI tools to monitor customer health, personalize communication, and proactively identify upsell or risk signals.

What We Value:

• Empathetic leadership paired with strong analytical thinking
• Passion for delivering high-value customer experiences
• Clear, proactive communication with both internal teams and external stakeholders
• A sense of ownership, urgency, and bias for action
• Entrepreneurial spirit and a growth mindset

What We Require (What We’re Looking For):

• 8+ years of experience in Customer Success, Account Management, or Client Services
• 3+ years in a leadership role managing CS teams in a B2B SaaS environment
• Experience working with enterprise customers and large-scale rollouts
• Proficiency in CS platforms like Gainsight, Salesforce, or similar
• Demonstrated success in scaling CS processes and systems
• Strong executive presence and ability to influence at all levels
• Familiarity with AI/ML or data-centric technologies is a strong plus