Senior Manager, Customer Success Engineering

Summary

Join Vercel's Customer Success Engineering (CSE) team as a Senior Manager to lead and grow a high-performing team. You will focus on scaling efficiency, improving customer experience, and implementing solutions to reduce support tickets. This role requires experience in cross-functional collaboration, stakeholder alignment, and team building. You will be responsible for setting goals, handling escalated cases, working with product teams, and mentoring direct reports. The ideal candidate possesses strong technical knowledge, experience with globally distributed teams, and a desire to drive continuous improvement. Vercel offers a competitive compensation package and various benefits.

Requirements

• Have experience working with a globally distributed, technical support team
• Have experience setting and managing KPI's and growth plans for team members
• Have experience driving efficiencies and building teams that don’t scale linearly with case volume
• Have a desire to work cross-functionally, engaging closely with Product
• Have a desire to mentor direct reports and help them succeed in their growth
• Have a desire to empower your team, unblocking and helping them to prioritize
• Be confident dealing with a fast-paced platform with regular changes
• Be confident taking ownership of important decisions in the absence of leadership
• Be confident making decisions that make long-term sense
• Have the ability to identify upstream concerns and represent the customer impact
• Have the ability to work autonomously with a reliance on asynchronous communication
• Have the ability to calmly handle pressurized situations at all times
• Have technical knowledge within modern application development and deployment

Responsibilities

• Ensure the delivery of an exceptional customer experience at scale
• Set measurable goals to evaluate and consistently improve CSE team performance
• Handle escalated cases that arrive ad-hoc through various channels
• Work with the Product organization to provide feedback and implement solutions
• Engage stakeholders at all levels of the business to drive cross-functional improvements
• Help CSE’s with day to day performance, career planning, and growth
• Identify opportunities for tooling to improve efficiency and quality of work
• Oversee the communication of incidents to customers
• Lead by example and periodically demonstrate CSE best practices in the role
• Recruit exceptional people that understand and are driven greatly by Vercel’s mission
• Recognize trends, issue patterns, and proactively take action to prevent further difficulty for customers

Preferred Qualifications

• Be experienced in frontend development using React and Next.js
• Be experienced with AI solutions for support teams
• Have worked with a CDN on a regular basis
• Understand, and can communicate, matters regarding 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

• 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