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Vice President of Customer Success
Vice President of Customer SuccessWander • Toledo, OH, US
Vice President of Customer Success

Vice President of Customer Success

Wander • Toledo, OH, US
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Vice President Of Customer Success

The Vice President (VP) of Customer Success will lead Wander's Customer Success business unit. This role is responsible for driving long-term satisfaction and success for both property managers and Wander-operated property owners by leading two core teams :

Customer Success Property Managers : focused on supporting SaaS B2B clients using Wander Sites, our property management system and booking engine.

Customer Success Operated : focused on supporting operated property owners with communications, transparency, and performance insights.

The VP will set the strategic vision for Customer Success, establish scalable processes, and lead a growing team of managers and representatives. This leader will be accountable for client satisfaction, operational excellence, and cross-department collaboration to ensure Wander delivers a world-class experience to property managers and owners alike.

Responsibilities include :

  • Leadership & Strategy
  • Customer Success Property Managers (Wander Sites)
  • Customer Success Operated
  • Operational Excellence
  • Cross-Functional Collaboration

Qualifications include :

  • 10+ years of experience in Customer Success, customer success, or account management, with at least 5 years in a senior leadership role.
  • Proven success leading SaaS B2B customer success teams and / or hospitality / property management Customer Success.
  • Strong understanding of SaaS onboarding, adoption, and escalation management.
  • Experience managing both enterprise-level clients and high-net-worth property owners preferred.
  • Demonstrated ability to define and execute strategic plans while driving measurable results.
  • Strong financial and operational acumen, with the ability to explain performance metrics clearly.
  • Excellent communication, relationship-building, and conflict resolution skills.

    • Skills include :

  • Strategic leadership and team development.
  • Customer success and Customer Success expertise.
  • SaaS product knowledge and technical aptitude.
  • Strong problem-solving and decision-making.
  • Excellent written and verbal communication.
  • Ability to operate in a fast-paced, high-growth environment.

    • Benefits include :

  • Competitive salary and performance-based incentives.
  • Health, dental, and vision insurance.
  • Flexible PTO and remote-friendly culture.
  • Opportunity to travel to Wander properties and experience the brand firsthand.
  • Be part of a mission-driven company transforming the future of vacation rentals.
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