Q&A: What’s It Like To Be A WayUp Customer Success Manager?

Liam Berry
Q&A: What’s It Like To Be A WayUp Customer Success Manager?
Sponsored by, WayUp

Want to know what it’s like to work at WayUp? We spoke to one of the leaders of our Customer Success team, Jessie Vaccaro, to get a better sense of why she loves coming to work every day—even with her telecommute from Chicago.

Tell us about your role at WayUp. What do you do?

As a Director on the Customer Success team, my Co-Director and I are responsible for leading the CS team. Our team manages all of WayUp’s enterprise clients on a day-to-day basis, ensuring that our clients are “green” (aka happy) and that the team is operating at a very high level from a logo- and net-revenue-retention perspective. We act internally as advocates for the client and meet with other members of the WayUp team to make sure that client needs align with the product roadmap and offerings.

Why WayUp? What attracted you to the company?

I was attracted to WayUp because of our mission! I love that we’re bringing a diverse slate of students to our clients and that candidates have a chance to interact with a wide range of employers on our platform.

What does a typical day look like in your role?

Every day is about balancing client responsibilities and internal projects, requiring CSMs to consistently reprioritize tasks. We meet with our clients on a weekly, biweekly, or monthly basis so we are constantly pulling updated data, drawing insights, and making strategic recommendations for improvements. Because we speak with our clients so frequently, other internal teams at WayUp look to us to hear what our clients are saying and understand how we can best serve them as a business. This creates a lot of opportunities for innovation and competitive advantage. We love being able to make an impact on how the product progresses!

What’s the culture like at WayUp? How do you work as a team?

The WayUp team as a whole is really social and collaborative! The CS team specifically is great at sharing client insights with one another and being able to brainstorm for problems. We are always willing to help out one another with client needs!

What kind of positive social impact does your work have? What are you most proud of?

I love being able to be a thought leader within the early-career space. We are the conduit between what our users want and helping clients shape their hiring process to better serve students and recent grads.