Director, Digital Customer Success

Summary

Join Vercel as the Director of Digital Customer Success and lead a global team responsible for onboarding and supporting enterprise customers. You will hire and manage a team, collaborate with various departments, and develop strategies for customer engagement and retention. The role requires extensive experience in customer success, particularly within SaaS companies serving technical professionals. Vercel offers a competitive compensation package, including stock options, comprehensive healthcare, flexible time off, remote work options, and professional development opportunities.

Requirements

• 5+ Years Experience working in Customer Success at a product-oriented SaaS company servicing highly technical professionals
• 5+ Years Experience devising and implementing Digital/Scaled customer success programs
• 5+ Experience setting and managing KPI's and growth plans for team members
• 3+ experience working closely with SFDC, Gainsight or other similar to guide CS workflow
• Experience driving efficiencies and undergoing significant scaling
• Experience specifying, staffing, and managing projects both internally and externally
• Demonstrated expertise working cross-functionally, engaging closely with Product and Engineering, Sales and other customer-facing organizations
• Proven ability to mentor team members and help them succeed in their growth
• Experience working in an asynchronous communication environment
• Ability to consistently handle pressurized situations with composure and effectiveness
• Technical knowledge within modern application development and deployment

Responsibilities

• Hire, build and lead a global team of Onboarding Managers and Customer Success Specialists and guide them to deliver exceptional customer experiences
• Partner with Data and Operations teams to create the core operational motion for customer onboarding and customer management through the customer journey
• Collaborate with leadership on customer segmentation strategy to ensure that customers are effectively engaged with the appropriate resources
• Work with Sales and Product teams both tactically on customer-specific challenges and strategic on shared roles & responsibility as well as VOC
• Effectively manage a global team of managers and individual contributors, promoting outstanding professional engagement, growth and high levels of execution. Work effectively with personnel located in the Americas as well as EMEA and APJ
• Identify team KPIs and performance metrics and consistently reporting on metrics and performance levels to the wider business

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