Customer Success Manager

Summary

Join Vibes' Customer Success team as a key player in driving customer satisfaction and growth. You will be the primary point of contact for enterprise customers, building strong relationships and guiding them through the value realization process. Responsibilities include leading customers to success using Vibes' platform, driving renewals and upsells, and acting as the voice of the customer within Vibes. You will collaborate with cross-functional teams and use data-driven approaches to ensure customer success. This role requires 5+ years of experience in a related field within a B2B SaaS or marketing technology company, proven success in managing enterprise customers, and strong communication and sales skills. Vibes offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related field within a B2B SaaS or marketing technology company
• Proven track record in managing and growing a portfolio of enterprise customers, with a focus on retention and upsell
• Strong sales acumen, including experience with negotiation, creating proposals, and driving revenue growth
• Excellent communication, presentation, and interpersonal skills, with a positive and proactive approach
• Ability to manage multiple priorities in a fast-paced environment, adapting and recalibrating as needed
• Passionate about driving customer success, with a genuine interest in helping them achieve their goals
• Demonstrated ability to receive constructive feedback and use it for continuous self-improvement, ensuring you evolve alongside our customers and the company
• Proven ability to collaborate with cross-functional teams, including Engineering, Product, and Sales, to define and implement customer solutions that drive success

Responsibilities

• Develop and maintain strong, long-lasting relationships with a portfolio of enterprise customers
• Act as their primary point of contact, ensuring that every customer interaction is valuable and focused on their success
• Lead customers through the value realization process by understanding their business objectives and providing strategic recommendations on how to best leverage Vibes' platform for success
• Drive renewals and identify opportunities for upsell and cross-sell, helping customers expand their use of Vibes' solutions
• Identify potential risks early and take steps to ensure high customer retention
• Act as the voice of the customer within Vibes, providing feedback and insights to internal teams to improve our products and services
• Work closely with Customer Care, Sales, Marketing, and Product teams to align on customer needs and ensure a seamless customer experience
• Assist in the development of case studies and success stories that showcase customer achievements
• Design and implement strategic account plans tailored to each customer’s goals
• Manage the client relationship throughout the entire lifecycle, from goal-setting to value delivery, account growth, new product adoption, and renewals
• Develop and maintain a deep understanding of the Vibes platform by actively using and showcasing its features
• Be hands-on with the technology to effectively guide and support customers, ensuring they fully leverage the breadth of our platform’s capabilities
• Use data, market trends, and analysis to guide customer conversations and decision-making, ensuring a data-driven approach to customer success
• Share and implement best practices in customer success, helping to build a strong foundation for Vibes' growing Customer Success team
• Act as a trusted advisor to your clients, delivering strategic insights and guidance that align with their business objectives and maximize their investment in Vibes’ solutions

Preferred Qualifications

• Experience with CRM platforms such as HubSpot is a plus
• Knowledge of mobile marketing and engagement strategies is highly desirable

Benefits

• The compensation range for this role is $90,000 to $110,000 ($99,000 to $121,000 OTE), plus access to additional spiffs and commissions
• Medical, dental and vision coverage
• Short and long term disability
• Life insurance
• 10 paid holidays
• Flexible vacation
• Summer Fridays
• Winter Holiday break
• Commuter benefits
• A 401(k) plan and match
• A paid parental leave program