Director/Manager, Customer Success (San Mateo)

Location: San Mateo, CA

Type: Full Time

Min. Experience: Senior Manager/Supervisor

About us

Wiser is the leading provider of actionable data for better decisions. Wiser collects and analyzes online and in-store data with unmatched speed, scale and accuracy. The Wiser platform then blends these insights with advanced workflow software to drive business value for brands and retailers. Using a unique combination of data science and human validation, Wiser offers integrated solutions for every aspect of retail, all in one place

Job Description:

Unique opportunity to jump into the business side of a fast growing startup and make a meaningful impact on one of the core drivers of our success. If you are driven by innovation, care about customers, are analytical by nature, and want an opportunity to grow with a company in an environment with smart down-to earth people, you’re in the right place!


We are looking for a Customer Success Director or Senior Director to join the business team at Wiser Solutions.  You will be a member of the go-to-market leadership team and play a key role in how we optimize and evolve our customer journey.

You will be responsible for managing a team of Customer Success Managers and for evolving our practice, processes, and tools in a way that increases our retention rate and increases the productivity of each CSM.  You will help establish the key metrics that drive our business and help build the processes to optimize them

You will be coaching and driving the CSMs in their day-to-day jobs as they:

  • Ensure that clines are getting value from our solutions. 
  • Serve as trusted advisors to our clients on all aspects of merchandising:  pricing, promotions, MAP, assortment, and in-store elements.
  • Manage our clients through renewals and upsells to expand their footprint.
  • Scope and project manage customer deliverables across data science, engineering, and product teams.
  • Serving as the primary contact from on-boarding through renewal
  • Capture, quantify, and communicate customer feedback to the Sales, Marketing, Product, and Management teams
  • Analyzing customer behavior in our application and optimize it
  • Leading client meetings and presenting analysis and quarterly business reviews.

You will also serve as a trusted advisor to our executive retail and brand clients.  In this role, you will help them with their strategy and the application of our tools to drive their business.  As an expert in these areas, you will have the opportunity to be a public-facing member of our team and present at conferences, webinars, and other events on Omni Channel merchandising optimization.

Skills and Qualifications

  • Domain expertise in retail, brands, and e-commerce
  • Strong customer orientation and sense of empathy
  • Analytical mindset and expert use of Microsoft Excel and PowerPoint 
  • Ability to communicate clearly and effectively, from users to executives
  • 7-15 years of professional experience in a role that blends retail, customer focus, innovation, and analytics
  • MBA or Strategic Consulting background are a plus
  • Experience with evolving data from insights to actions are a plus

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Travel - Occasionally as needed, up to 20% (i.e. client or business meetings)  

Work Environment - This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is required to sit for prolonged periods of time; balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The employee is required to operate essential office equipment, such as computer/laptop, phone, printer, copier, keyboard, mouse, and other office equipment on a regular basis.

EEO Statement - Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.

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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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