Remote Customer Success Manager, Digital

Summary

Join Vercel's fast-growing Customer Success team as a Digital Customer Success Specialist and play a pivotal role in managing customer interactions to ensure satisfaction, wider adoption, and retention.

Requirements

• Experience with and basic proficiency of Front-end web development libraries and frameworks like React, Node, Next.js
• At least one year of customer-facing experience in high-growth SaaS industry preferred
• Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
• Can navigate through ambiguity as we continue to build and refine the digital customer success segment and contribute to the team’s ongoing development activities
• Outstanding initiative and positive attitude
• Strong communication and writing skills
• Strong collaboration mindset and capabilities
• Comfortable with asynchronous work

Responsibilities

• Manage all post-sales activity for Vercel’s scaled customers through touch points that require product knowledge, planning, project management and the ability to quickly build customer rapport
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
• Interact with customers through office hours, webinars, and other channels
• Proactively identify and flag churn risk and work proactively with other account team members to mitigate customer risk
• Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements
• Analyze customer data to suggest engagement strategies within your customer portfolio
• Execute proactive customer campaigns to engage customers on discrete topics such as awareness of new product capabilities

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