Customer Success Manager, East

Position Overview

• Location Type: Remote (Preferences for Eastern or Central US time zone)
• Job Type: Full-time
• Salary: Not specified

Vercel provides developers with the tools and cloud infrastructure necessary to build, scale, and secure a faster, more personalized web. As the creators of v0, Next.js, and AI SDK, Vercel empowers customers such as Ramp, Supreme, PayPal, Chick-fil-A, and Under Armour to build for the AI-native web. Our mission is to enable the world to ship the best products, which begins with fostering an environment where everyone can do their best work.

About the Role

Vercel is seeking to expand its Customer Success team by adding another Customer Success Manager (CSM) to enhance the experience for its Enterprise customers. The CSM will be responsible for a portfolio of customer accounts, driving increased business value by leveraging Vercel's expertise and capabilities. This pivotal role manages the post-sales customer lifecycle for Enterprise clients, encompassing onboarding, defining and measuring success criteria, issue resolution and escalation, identifying expansion opportunities, and managing customer renewals. The role requires a background working with developers, with a strong focus on frontend development, cloud infrastructure, networking, and modern application deployment methods. Crucially, the CSM must be adept at coordinating across multiple time zones and building lasting relationships with product champions, users, and executives within their assigned accounts to continuously improve their Vercel experience and ROI.

What You Will Do

• Manage a portfolio of Enterprise customers.
• Act as a trusted product advisor, aligning Vercel solutions with customer business strategies.
• Drive incremental value by guiding customers through training and adoption of Vercel's best practices.
• Consistently deliver Positive Business Outcomes by supporting customers throughout their journey and promoting adoption of the Vercel Maturity Model.
• Educate customers on the optimal use of Vercel's solutions for developing, previewing, and shipping their web properties.
• Utilize account tiering to prioritize your portfolio, ensuring retention and growth for your book of business.
• Maintain high levels of customer engagement and satisfaction, with a strong emphasis on customer loyalty.
• Facilitate Executive Business Reviews with economic decision-makers and Vercel executive sponsors.
• Develop and maintain account plans, including organization mapping and identifying opportunity whitespace.
• Serve as the Voice of the Customer to align internal resources and efforts for improved customer experience.
• Collaborate with the Sales team to identify and escalate expansion opportunities.

Requirements

• 3+ years of professional experience in B2B / SaaS.
• Experience managing the end-to-end post-sales experience and success for Developer Tools, Infrastructure, and/or Open Source products.
• Experience managing Enterprise accounts and cultivating relationships from developer to C-suite levels.
• Strong collaboration mindset and capabilities; comfortable with asynchronous remote work.
• Knowledge of CI/CD, deployment pipelines, and the SDLC process.
• Comfortable managing accounts with diverse requirements.
• Demonstrable self-starter, curious, and solution-focused.
• Strong initiative, positive attitude, and the ability and willingness to learn technical concepts.

Bonus If You

• Have devised and implemented growth and activation strategies.
• Possess experience and proficiency with Front-end web development libraries and frameworks such as React, Node, Next.js, Express, etc.
• Can demonstrate an understanding of a CDN and/or Proxy.