Director, Customer Success

Summary

Join Vercel's Customer Success team as Director of Customer Success Managers! Reporting to the VP of Customer Success, you will lead and grow a team focused on Enterprise customer retention. You will manage CSMs, set and analyze success metrics, hire and develop team members, and utilize a CS CRM to scale operations. This role requires significant experience in SaaS customer success, KPI management, and team leadership. Vercel offers a competitive compensation package, inclusive healthcare, flexible time off, remote work options, and professional development opportunities.

Requirements

• 5+ years of experience working in Customer Success at a SaaS company
• 5+ years of experience devising and implementing SaaS customer activation strategies
• 5+ years of experience setting and managing KPIs and growth plans for team members
• Experience driving efficiencies and undergoing significant scaling
• Experience specifying, staffing, and managing projects both internally and externally
• Desire to work cross-functionally, engaging closely with Product and Engineering
• Desire to mentor direct reports and help them succeed in their growth
• Take ownership of important decisions in the absence of leadership
• Experience working in an asynchronous communication environment
• Ability to calmly handle pressurized situations at all times
• Technical knowledge within modern application development and deployment

Responsibilities

• Manage a team of CSMs and help them deliver exceptional customer experiences
• Set, measure, and analyze metrics to clearly indicate what success looks like
• Hire and grow your CSM team to keep pace with customer demands
• Use a CS CRM to scale the CSM function and engage the entire company in CSM activity
• Identify further data requirements for the CRM and work with CS Operations to enable
• Evaluate existing processes and workflows, improving and adding wherever required
• Coach your CSM team through various methods to help them deliver a better service
• Act as an escalation point for any customers dissatisfied with the platform service
• Work closely with the CSE managers to consistently improve customer issue resolution
• Forecast key CSM metrics through a variety of data analysis tools, actioning where required
• Report the above metrics to the CS leadership team on a weekly basis

Preferred Qualifications

• Experience in frontend development using React and Next.js
• Experience working with a CDN on a regular basis
• Understanding of, and ability to communicate clearly about, DNS
• Experience creating a custom CI/CD pipeline or CLI tool
• Experience working with Enterprise applications at global scale
• Enjoy improving hiring processes for all involved, especially candidates

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