Vercel is hiring a
Customer Success Manager

Summary

Join Vercel's fast-growing Customer Success team as a Digital Customer Success Manager and provide Enterprise teams with adoption and optimization best practices to drive business value for our ever-growing customer base.

Requirements

• 1-2 years CSM or Customer Specialist experience in high-growth SaaS industry preferred
• Experience and proficiency with Front-end web development libraries and frameworks like React, Node, Next.js
• Significant level of comfort interacting with a high volume of customers across a variety of mediums (phone, email, webinars)
• Strong initiative and positive attitude
• Strong communication and writing skills
• Strong collaboration mindset and capabilities
• Comfortable with asynchronous work
• Can navigate through ambiguity as we continue to build and refine the digital customer success segment

Responsibilities

• Manage all post-sales activities for Vercel’s Digital Success customers through touch points that require product knowledge, planning, project management, and the ability to quickly build rapport
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
• Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Analyze customer data to create and execute engagement strategies within your customer portfolio
• Proactively identify and flag churn risk and work proactively with other account team members to mitigate
• Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements
• Advocate for the customer by identifying customer trends and providing internal feedback on how Vercel can better serve our customers

Benefits

• Great compensation package and stock options
• 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 - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays
• Remote Friendly - Work with teammates from different time zones across the globe
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed