Launch Customer Success Manager

About the Role

The primary objective of this role is to execute the onboarding of strategic accounts across all areas. The Customer Success Manager builds the initial relationship with the client, oversees onboarding activities, and manages 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. • Execute onboarding of strategic accounts while managing client relationships and communications. • Lead complex implementation project plans with customers and internal stakeholders. • Serve as subject‑matter expert on implementations, including non‑standard use cases. • Provide guidance on operational processes, data flows, regulatory impacts, and deliver client trainings. • Translate customer feedback into actionable service enhancements with functional teams. • Act as strategic advisor during implementation and transition relationships to account teams. • Facilitate meetings, document action items, and ensure timely project execution. • Identify timeline and business process risks and present recommendations and solutions. • Escalate and resolve implementation issues as a client resource. • Manage onboarding analytics, reporting, and dashboard usage. • Ensure accuracy of internal and external data inputs for successful implementations. • Coordinate with Billing to verify definitions and first‑invoice accuracy.

Key Responsibilities

• ▸strategic onboarding
• ▸implementation planning
• ▸data analytics
• ▸client training
• ▸risk management
• ▸billing coordination

What You Bring

• Must reside and work in the United States. • Bachelor’s degree in Project Management or related field, or high school diploma/GED with 4 years relevant experience. • Minimum of 7 years of related work experience.

Requirements

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

Benefits

The position operates primarily in a professional office environment, requiring the use of standard office equipment such as computers, phones, and copy machines. The expected base pay range across the U.S. is $83,500‑$110,000, with the final salary influenced by experience, education, certifications, and location. WM values its employees beyond compensation, offering a competitive total rewards package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, 401(k) matching, paid vacation, holidays, and personal days. The organization emphasizes a people‑first culture, growth opportunities, stability, and a commitment to a sustainable future. • Medical, dental, vision, life insurance, and short‑term disability coverage. • Stock purchase plan and 401(k) company match. • Paid vacation, holidays, and personal days.

Work Environment

Hybrid