Senior Customer Success Manager

Summary

Join Vercel's growing Customer Success team as a Customer Success Manager (CSM)! In this remote role (preferably located in NYC or the Eastern US time zone), you will manage a portfolio of Enterprise customers, driving business value by leveraging Vercel's solutions. You will be responsible for post-sales activities, including onboarding, success criteria definition, issue resolution, and identifying expansion opportunities. The ideal candidate possesses 5+ years of B2B/SaaS experience, expertise in developer tools, and strong collaboration skills. This role requires managing enterprise accounts and building relationships with developers and executives. Vercel offers a competitive compensation package, inclusive healthcare, flexible time off, and professional development opportunities.

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
• Fluency in German, French or Spanish languages

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