Customer Success Manager

Summary

Join Vercel's fast-growing Customer Success team as a Digital Customer Success Manager! You will manage post-sales activities for enterprise customers, ensuring satisfaction and retention. This role requires technical knowledge, strong communication skills, and the ability to work across multiple time zones. You will proactively identify and mitigate churn risk, collaborate with other team members, and analyze customer data to improve engagement strategies. Preference is given to candidates located in London or the UK. Vercel offers a competitive compensation package and various benefits.

Requirements

• Experience with and basic proficiency in Front-end web development libraries and frameworks like React, Node, Next.js
• 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 activities 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, Developer 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

Preferred Qualifications

• At least one year of customer-facing experience in a high-growth SaaS industry
• Have devised and put in motion growth and activation strategies
• Enjoy taking difficult concepts and breaking them down into concepts that are easier to understand

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