Senior Customer Success Manager

2 Months ago • 5 Years + • Customer Service • $165,000 PA - $240,000 PA

Job Summary

Job Description

As a Senior Customer Success Manager, you will manage a portfolio of Enterprise customers, acting as a trusted product advisor. You'll align Vercel solutions with customer business strategies, drive adoption of best practices, and ensure positive business outcomes. Responsibilities include customer onboarding, success criteria setting and measurement, issue resolution, identifying expansion opportunities, and managing renewals. You will build strong relationships with customers, facilitate Executive Business Reviews, and act as the Voice of the Customer. This role requires a strong understanding of frontend development, cloud infrastructure, and modern application deployment methods, with the ability to work remotely and asynchronously.
Must have:
  • 5+ years of B2B / SaaS experience
  • Experience managing Enterprise accounts
  • Experience with Developer Tools, Infrastructure, and/or Open Source products
  • Experience with front-end web development libraries
  • Strong collaboration mindset and capabilities
  • Knowledge of CI/CD, deployment pipeline, and the SDLC process
  • Comfortable managing accounts with varying requirements
Good to have:
  • Devised and put in motion growth and activation strategies.
  • Can demonstrate an understanding of a CDN and/or Proxy.
  • Understand well, and can communicate clearly about DNS.
  • Experience working with Enterprise applications at global scale.
  • Have previously worked at a high growth SaaS company.
Perks:
  • Competitive compensation package, including equity.
  • Inclusive Healthcare Package.
  • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
  • Flexible Time Off.
  • We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

Job Details

About Vercel:

Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, Chick-fil-A, and Under Armour build for the AI-native web.

Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story: You can just ship things.

About the Role:

To further our commitment to providing an exceptional experience to our Enterprise customers, Vercel is looking to add another Customer Success Manager (CSM) to our fast-growing Customer Success team. The Customer Success Manager will own a portfolio of customer accounts and drive greater business value for them by bringing Vercel's best ideas, innovations, and capabilities to those customers.

The CSM role is pivotal in managing everything post-sales in the Enterprise customer lifecycle, including detailed customer onboarding, the setting and measuring of success criteria, issue resolution and escalation, identifying and generating expansion opportunities, and management of the customer renewal.

The role requires a background working with developers, with a strong emphasis on frontend development, cloud infrastructure and networking, and modern application deployment methods. The ability to coordinate well and work with many customers across multiple time zones is crucial, as is building long-standing relationships with product champions, users, and executives for your assigned accounts, working closely with them at all times to continually improve their teams' Vercel experience and ROI.

This is a remote position which preferences candidate location to be in San Francisco or Pacific US time zone.

What You Will Do:

  • Manage a portfolio of Enterprise customers.
  • Be a trusted product advisor by aligning Vercel solutions with the customer's business strategy.
  • Drive incremental value by leading the customer through training and adoption of Vercel's best practices.
  • Continuously deliver Positive Business Outcomes by guiding the customer through their journey while driving adoption across the Vercel Maturity Model.
  • Enable customers on how best to use Vercel's solutions to Develop, Preview, and Ship their web properties.
  • Leverage account tiering to prioritize your account portfolio while ensuring retention and growth for you book of business.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Facilitate Executive Business Reviews with economic decision makers and Vercel executive sponsors.
  • Build and maintain account plans, including organization mapping and opportunity whitespace.
  • Act as the Voice of the Customer to align our resources and efforts to improve the customer experience.
  • Partner with the Sales team to help identify and raise expansion opportunities.

 

About You:

  • 5+ years of professional experience in B2B / SaaS
  • Experience owning end-to-end post-sales experience and success for Developer Tools, Infrastructure, and/or Open Source products.
  • Experience managing Enterprise accounts and maintaining relationships with developers to C-suite level.
  • Experience and proficiency with Front-end web development libraries and frameworks like React, Node, Next.js, Express etc.
  • Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work.
  • Knowledge of CI/CD, deployment pipeline, and the SDLC process.
  • Comfortable managing accounts with varying requirements.
  • Demonstrable self-starter, curious, and solution focused.
  • Strong initiative, positive attitude, and both the ability and willingness to learn technical concepts.

 

Bonus If You:

  • Have devised and put in motion growth and activation strategies.
  • Can demonstrate an understanding of a CDN and/or Proxy.
  • Understand well, and can communicate clearly about DNS.
  • Have experience working with Enterprise applications at global scale.
  • Have previously worked at a high growth SaaS company.

 

Benefits:

  • Competitive compensation package, including equity.
  • Inclusive Healthcare Package.
  • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
  • Flexible Time Off.
  • We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

The San Francisco, CA OTE pay range for this role is $165,000.00 - $240,000.00. This salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location. The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.

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.

#LI-NB1

Similar Jobs

Stem,  Inc  - Senior Controls Engineer

Stem, Inc

Gurugram, Haryana, India (On-Site)
2 Months ago
deel. - Payroll Expert

deel.

Israel (Remote)
4 Days ago
Sailpoint - Advisory Solutions Engineer

Sailpoint

State Of São Paulo, Brazil (On-Site)
2 Weeks ago
Vimeo - Senior Data Analyst

Vimeo

New York, United States (On-Site)
1 Week ago
WebFX - Customer Support Specialist (SaaS Experience)

WebFX

(Remote)
4 Months ago
Regrello - Enterprise Customer Success Manager

Regrello

United States (Remote)
1 Year ago
bytedance - Customer Success Manager, Vietnam, Lark APAC

bytedance

Ho Chi Minh City, Ho Chi Minh City, Vietnam (On-Site)
5 Months ago
Notion - Global Head of Customer Success

Notion

San Francisco, California, United States (On-Site)
2 Months ago
WPI - Learning Support Technician

WPI

Worcester, Massachusetts, United States (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Globalization Partners - Principal AI Engineer

Globalization Partners

(Remote)
7 Months ago
Glean - Business Development Representative

Glean

Japan (Remote)
8 Months ago
Glean - Business Development Representative

Glean

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Toast - Principal Software Engineer - Backend

Toast

Chennai, Tamil Nadu, India (Hybrid)
6 Months ago
FICO - Key Account Manager - Wealth Management

FICO

United States (Remote)
2 Years ago
Bazaar Voice - Senior Product Marketing Manager

Bazaar Voice

Austin, Texas, United States (Hybrid)
2 Months ago
Flexra Software - Senior Site Reliability Engineer

Flexra Software

Bengaluru, Karnataka, India (Hybrid)
1 Week ago
Temporal Technologies - Staff Developer Advocate

Temporal Technologies

Bengaluru, Karnataka, India (On-Site)
2 Months ago
AiDash - Software Development Engineer in Test II Platform

AiDash

Gurugram, India (Hybrid)
2 Months ago
Diligent Corporation - Senior Customer Success Ops Analyst (Gainsight)

Diligent Corporation

Vancouver, British Columbia, Canada (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in United States

illumio - Sr. Product Marketing Manager - Segmentation

illumio

Sunnyvale, California, United States (Hybrid)
1 Month ago
Temporal Technologies - Staff Software Engineer, Cloud Identity

Temporal Technologies

United States (Remote)
1 Month ago
HCL Tech - Senior Design Lead - LabVIEW, ATE Dev

HCL Tech

California, United States (On-Site)
1 Month ago
Forescout Technologies  Inc  - Pre-Sales Engineer

Forescout Technologies Inc

Colorado, United States (On-Site)
3 Months ago
Hawkeye Innovations - College Sports Systems Technician

Hawkeye Innovations

Michigan, United States (On-Site)
4 Months ago
Penrose studios - Game Designer

Penrose studios

San Francisco, California, United States (On-Site)
4 Years ago
onwards Search - Senior Java Backend Developer

onwards Search

New York, United States (Remote)
2 Weeks ago
Toast - Sales District Manager, Toast Retail

Toast

Dallas, Texas, United States (Remote)
3 Weeks ago
Glean - Solutions Engineer

Glean

Palo Alto, California, United States (On-Site)
2 Months ago
EMA - Software Engineer, Frontend

EMA

California, United States (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Global Business Travel - Executive Tech Support Specialist

Global Business Travel

London, England, United Kingdom (On-Site)
3 Days ago
Stord - Customer Experience Manager I

Stord

Ogden, Utah, United States (On-Site)
1 Week ago
Diligent Corporation - Customer Success Manager II

Diligent Corporation

Galway, County Galway, Ireland (Hybrid)
2 Weeks ago
GoMotive - Customer Success Manager, Enterprise

GoMotive

Guadalajara, Jalisco, Mexico (Remote)
2 Months ago
Marsh McLennan - Customer Service Telephone Executive

Marsh McLennan

Mexico City, Mexico (Hybrid)
1 Week ago
Harvey - Enterprise Customer Success Manager, EMEA

Harvey

London, England, United Kingdom (On-Site)
6 Days ago
USE Insider - Customer Success Manager

USE Insider

Hanoi, Vietnam (Hybrid)
2 Years ago
Highspot - Technical Support Specialist

Highspot

Hyderabad, Telangana, India (Hybrid)
1 Month ago
Trackman - Customer Service Agent

Trackman

Bogotá, Bogota, Colombia (On-Site)
5 Days ago
quience - Customer Service Representative, Retention Specialist

quience

United States (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized Web. Customers like Under Armour, Nintendo, The Washington Post, and Zapier use Vercel to build dynamic user experiences on the Web.

San Francisco, California, United States (Remote)

San Francisco, California, United States (Remote)

San Francisco, California, United States (Hybrid)

San Francisco, California, United States (Hybrid)

San Francisco, California, United States (Hybrid)

San Francisco, California, United States (Hybrid)

New York, United States (Hybrid)

New York, New York, United States (Hybrid)

View All Jobs

Get notified when new jobs are added by Vercel

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug