Customer Success Manager, West

Position Overview

• Location Type: Remote (Preferences Pacific or Mountain US Time Zone)
• Employment Type: Full-time
• Salary: (Salary not provided in the description)

Vercel is seeking a Customer Success Manager (CSM) to join their fast-growing Customer Success team. This role is crucial for managing the Enterprise customer lifecycle, driving business value, and ensuring customer satisfaction. The CSM will own a portfolio of customer accounts, focusing on onboarding, success criteria, issue resolution, expansion opportunities, and renewal management. A strong understanding of frontend development, cloud infrastructure, and modern application deployment methods is essential.

Requirements

• 3+ years of experience in a customer-facing role.
• Strong understanding of developer workflows and frontend development.
• Experience with cloud infrastructure and networking concepts.
• Familiarity with modern application deployment methods.
• Excellent communication and interpersonal skills.
• Ability to coordinate effectively with customers across multiple time zones.
• Ability to build and maintain strong relationships with product champions, users, and executives.

Responsibilities

• Manage a portfolio of Enterprise customers.
• Serve as a trusted product advisor, aligning Vercel solutions with customer business strategies.
• Drive incremental value through customer training and adoption of Vercel best practices.
• Continuously deliver Positive Business Outcomes by guiding customers through their journey and driving adoption across the Vercel Maturity Model.
• Enable customers to Develop, Preview, and Ship their web properties using Vercel's solutions.
• Leverage account tiering to prioritize the portfolio while ensuring retention and growth.
• Maintain high levels of customer engagement and satisfaction.
• 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, aligning resources to improve the customer experience.
• Partner with the Sales team to identify and generate expansion opportunities.

About Vercel

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web. At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

Application Instructions

(Application instructions not provided in the description)