Senior Customer Success Manager

Summary

Join Vercel's growing Customer Success team as a Customer Success Manager (CSM)! In this remote role (preferring NYC or Eastern US time zone), you will manage a portfolio of Enterprise customers, driving business value by leveraging Vercel's solutions. You'll be responsible for onboarding, setting success criteria, resolving issues, identifying expansion opportunities, and managing renewals. The ideal candidate possesses 5+ years of B2B/SaaS experience, expertise in developer tools and infrastructure, and strong collaboration skills. This role requires managing enterprise accounts and building relationships with developers and executives. Vercel offers a competitive compensation package, including equity, healthcare, flexible time off, and a work-from-home budget.

Requirements

• 5+ years of professional experience in B2B / SaaS
• Experience owning end-to-end post-sales experience and success for Developer Tools, Infrastructure, and/or Open Source products
• Experience managing Enterprise accounts and maintaining relationships with developers to C-suite level
• Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work
• Knowledge of CI/CD, deployment pipeline, and the SDLC process
• Comfortable managing accounts with varying requirements
• Demonstrable self-starter, curious, and solution focused
• Strong initiative, positive attitude, and both the ability and willingness to learn technical concepts

Responsibilities

• Manage a portfolio of Enterprise customers
• Be a trusted product advisor by aligning Vercel solutions with the customer's business strategy
• Drive incremental value by leading the customer through training and adoption of Vercel's best practices
• Continuously deliver Positive Business Outcomes by guiding the customer through their journey while driving adoption across the Vercel Maturity Model
• Enable customers on how best to use Vercel's solutions to Develop, Preview, and Ship their web properties
• Leverage account tiering to prioritize your account portfolio while ensuring retention and growth for you book of business
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Facilitate Executive Business Reviews with economic decision makers and Vercel executive sponsors
• Build and maintain account plans, including organization mapping and opportunity whitespace
• Act as the Voice of the Customer to align our resources and efforts to improve the customer experience
• Partner with the Sales team to help identify and raise expansion opportunities

Preferred Qualifications

• Have devised and put in motion growth and activation strategies
• Experience and proficiency with Front-end web development libraries and frameworks like React, Node, Next.js, Express etc
• Can demonstrate an understanding of a CDN and/or Proxy
• Understand well, and can communicate clearly about DNS
• Have experience working with Enterprise applications at global scale
• Have previously worked at a high growth SaaS company

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