Customer Success Manager

Wagmo is a new type of pet health company focused on empowering and inspiring responsible pet parenting through top-tier pet benefits provided by employers. From everyday care to rainy-day emergencies, we offer tech-enabled solutions that are optimized for value and flexibility so that our pet parents always feel confident that they are giving their pets the care they deserve.

We solve hard problems all day long but hang out with dogs while we do it. We value authenticity and efficiency and have no time for egos. We prioritize performance over pedigree, compensate fairly, and never take ourselves too seriously.

Our values are core to who we are and how we operate. We talk about them all the time. These are not just things posted on a wall. We will interview for them, hold each other accountable to them, and make sure we work with every single person we interact with in a way that's consistent with these values.

At Wagmo, we believe that success begins with great partnerships. Our Customer Success Manager (CSM) will turn customers into partners and champions by proactively anticipating the needs of both employers and their employees to drive unparalleled value and loyalty. You will own the end-to-end customer success experience for a diverse portfolio of employer clients, ranging from small, mid-market accounts to large, enterprise and jumbo partnerships. This includes managing sales handoff, onboarding, implementation, account management, and ongoing growth initiatives to ensure clients maximize the value of Wagmo’s solutions.

This is a high-impact, cross-functional role in a fast-paced startup environment, where you’ll be responsible for building scalable processes, solving complex problems, and ensuring client satisfaction at every touchpoint. You’ll also collaborate closely with Sales, Product, Engineering, Customer Operations, and Marketing to drive continuous improvement and deliver exceptional client outcomes.

This is not a 9-5 job. The nature of the role and the fast-paced environment means you may need to adapt your schedule to meet client needs. However, if you thrive in ambiguity, enjoy creating structure from scratch, and are energized by rolling up your sleeves to get the job done, this role is for you.

This position is hybrid, requiring at least three days a week in our NYC office.

• Account Ownership: Be the primary Wagmo liaison for and lead a diverse portfolio of mid-market and enterprise employer partnerships, managing onboarding, implementation, expansion, and ongoing customer success.

• Playbook Building: Develop and refine scalable playbooks and frameworks to improve customer success processes, making them repeatable and efficient for both internal and external use.

• Relationship Management: Build and maintain strong, trusted relationships with internal and external stakeholders, fostering collaborative problem-solving and ensuring customer needs are met at every stage. Leverage these relationships to identify opportunities to maximize value and increase visibility for Wagmo’s services within each partnership.

• Account Planning: Create and execute account plans that align with company objectives, manage partnership agreements, and identify opportunities to drive growth, engagement, adoption, and satisfaction. Ensure high levels of client engagement and retention through proactive communication, issue resolution, and continuous improvement efforts.

• Cross-Functional Collaboration: Serve as the voice of the customer–collaborate across Sales, Product, Marketing, and Customer Operations to ensure Wagmo’s brand and product offerings are clearly communicated, to deliver a seamless post-sales experience, and to drive continuous improvements based on partner feedback.

• Performance Monitoring: Track and analyze key customer metrics (such as NPS, enrollment rates, and NRR) to assess partnership health and success. Continuously monitor performance and adjust strategies and engagement plans to meet partner and company goals.

• Reporting and Reviews: Develop custom reporting templates and decks to lead Quarterly Business Reviews with partners. Establish a repeatable playbook and engagement cadence that ensures consistent, value-driven communication.

• Customer Advocacy: Foster long-term customer engagement and loyalty. Turn satisfied partners into brand advocates, creating a network effect that drives new partnerships and account growth through their influence and success stories.

• 5-8+ years of experience: You’ve built and scaled processes in customer success, account management, or a related field—ideally at a high-growth startup.

• Self-motivated and independent: You take ownership of your work, thrive with minimal oversight, and proactively identify opportunities to improve both client outcomes and internal processes.

• Proven portfolio management: You have a track record of managing and growing diverse, complex client portfolios across SMB, mid-market, and enterprise segments, balancing both strategic and tactical needs.

• Operational mindset: You love owning problems and have a hunger to get to the bottom of things. You know how to objection-handle, navigate complex org charts, and turn your insights into repeatable, scalable processes.

• Exceptional communication skills: You can tailor messaging–verbal and written–to a variety of internal and external audiences, from individual contributors to decision-makers, ensuring alignment and clarity across stakeholders.

• Strong project management: You have excellent organizational skills, with the ability to influence cross-functional teams without direct authority and oversee multiple projects simultaneously without compromising on detail, quality, or deadlines. 

• Comfort working in complexity and ambiguity: You thrive in fast-paced, ever-changing environments and are adept at navigating competing priorities with adaptability and resourcefulness.

• Data-driven approach: You leverage data and insights to conduct Quarterly Business Reviews and present performance metrics and recommendations to clients that drive success and retention.

• Experience building and scaling playbooks: You have experience creating customer success processes from the ground up that improve efficiency and scalability across client accounts.

• [Nice to have] Industry experience: You have experience in the benefits or employer solutions space.

• Revolutionize the pet health industry by shaping solutions that improve the lives of pets and their families.

• Join a rapidly growing, VC-backed startup where ownership, impact, and collaboration drive success.

• Work in a fast-paced, high-performance environment—this is not a traditional 9-to-5 job, but one that offers flexibility and autonomy in exchange for dedication and impact.

• Company paid medical premiums

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

• Unlimited paid time off & extended holiday break

• 12 weeks parental time off

• 401k

• Company paid Wagmo pet wellness and insurance plans

• Pet-friendly office

• Regular company-wide events

We here at Wagmo strive to build a workforce composed of individuals with diverse backgrounds, abilities, minds, and identities that will help us to grow, not only as a company, but also as individuals. Wagmo is an Equal Opportunity Employer.