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Senior Manager, Customer Success Management

Customer Success
Remote (United StatesCanada)
Full Time
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About Vercel:

At Vercel, we are building an open-source developer tools platform that enables developers to build and iterate on the web without sinking time and money into DevOps. We are a remote-first and globally distributed team and we want to shape the future of the web by making cloud computing accessible to everyone. Our philosophy is based on the principles of learning, collaboration, transparency, experimentation, and passion.

  • We are goal-driven and dedicated

  • We use our own tools every day

  • We thrive together with our community

  • We are customer-obsessed

  • We believe in people's ability to grow

About the Role:

We are seeking to hire a manager for our Customer Success Management (CSM) team in order to support the continued growth of the company. This role inherits an existing set of well documented processes, policies, and expectations, although there is considerable scope and expectation to re-evaluate these, and help take the CSM team to new heights by doing so.

The objective of the CSM team is the retention of all Enterprise customers by ensuring they meet their success criteria and realise ever-growing value from the Vercel platform. As a manager of a CSM team, your role is to support and grow your team in making this a reality at all time, always finding ways to improve team efficiencies and scalability. Experience of using a CS CRM is beneficial and an understanding of SaaS Enterprise lifecycles essential, as is experience implementing well defined customer playbooks and activation strategies.

This role is fast paced and while regular office hours will suffice most of the time, you must be prepared for flexibility during busier times or when unexpected issues arise. You will have ample support from leadership at all times, alongside an equivalent CSM manager in an alternate timezone. Ultimately, the desire to deliver exceptional customer experiences at scale is what will motivate you and help you and your team achieve success through a variety of means that you will have direct influence over.

What You Will Do:

  • Managing a team of CSMs and helping them to deliver exceptional customer experiences.

  • Setting, measuring, and analysing of KPIs to clearly indicate what success looks like.

  • Hiring and growing your CSM team to keep pace with customer demands.

  • Using a CS CRM to scale the CSM function and engage the entire company in CSM activity.

  • Identifying further data requirements for the CRM and working with CS Operations to enable.

  • Evaluating existing processes and workflows, improving and adding wherever required.

  • Coaching your CSM team through various methods to help them deliver a better service.

  • Acting as an escalation point for any customers dissatisfied with the platform service.

  • Working closely with the CSE managers to consistently improve customer issue resolution.

  • Forecast key CSM metrics through a variety of data analysis tools, actioning where required.

  • Reporting the above metrics to the CS Director and leadership team on a weekly basis.

About You:

  • Experience working in Customer Success at a SaaS company.

  • Experience devising and implementing SaaS customer activations strategies

  • Experience setting and managing KPI's and growth plans for team members.

  • Experience driving efficiencies and undergoing significant scaling.

  • Experience specifying, staffing, and managing projects both internally and externally.

  • Desire to work cross-functionally, engaging closely with Product and Engineering.

  • Desire to mentor direct reports and help them succeed in their growth.

  • Confident dealing with a fast-paced platform with regular changes.

  • Confident taking ownership of important decisions in the absence of leadership.

  • Ability to work autonomously with a reliance on asynchronous communication.

  • Ability to calmly handle pressurised situations at all times.

  • Technical knowledge within modern application development and deployment.

Bonus if You:

  • Are experienced in frontend development using React and Next.js.

  • Have worked with a CDN on a regular basis.

  • Understand well, and can communicate clearly about DNS.

  • Have created a custom CI/CD pipeline or CLI tool.

  • Have experience working with Enterprise applications at global scale.

  • Enjoy improving hiring processes for all involved, especially candidates.

Benefits & Perks:

  • Competitive compensation and stock options.

  • Inclusive Healthcare Package (US only).

  • Flexible working style - 100% remote, with teammates located throughout the globe.

  • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.

  • Unlimited PTO - 4 weeks recommended per year. Take time when you need it.

  • We will provide you with the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

Perks

  • Generous Gear Credit
  • Unlimited PTO
  • Stock Options
  • Work Remotely

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