Remote Director Customer Success Management

Summary

Join Vercel as a Director of Customer Success Manager and lead a team to deliver exceptional customer experiences, grow the CSM function, and improve processes. The role involves managing a team, setting metrics, hiring, and growing CSMs, using a CS CRM, evaluating processes, coaching team members, acting as an escalation point, working with CSE managers, forecasting key metrics, and reporting to the CS leadership team.

Requirements

• 5+ Experience working in Customer Success at a SaaS company
• 5+ Experience devising and implementing SaaS customer activations strategies
• 5+ Experience setting and managing KPI's 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
• Taking 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

• Managing a team of CSMs and helping them to deliver exceptional customer experiences
• Setting, measuring, and analyzing metrics to clearly indicate what success looks like
• Hiring and growing your CSM team to keep pace with customer demands
• Using a CS CRM to scale the CSM function and engage the entire company in CSM activity
• Identifying further data requirements for the CRM and working with CS Operations to enable
• Evaluating existing processes and workflows, improving and adding wherever required
• Coaching your CSM team through various methods to help them deliver a better service
• Acting as an escalation point for any customers dissatisfied with the platform service
• Working 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
• Reporting the above metrics to the CS leadership team on a weekly basis

Preferred Qualifications

• Are experienced in frontend development using React and Next.js
• Have worked with a CDN on a regular basis
• Understand well, and can communicate clearly about DNS
• Have created a custom CI/CD pipeline or CLI tool
• Have 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