Senior Customer Success Manager

Position Overview

• Location Type: Remote (Preferably San Francisco or Pacific US time zone)
• Job Type: Full-time
• Salary: Not specified

Vercel is seeking a Customer Success Manager (CSM) to join its growing Customer Success team. The CSM will manage a portfolio of Enterprise customer accounts, driving business value by leveraging Vercel's solutions, innovations, and capabilities. This role is crucial in managing the post-sales Enterprise customer lifecycle, including onboarding, success criteria management, issue resolution, expansion opportunities, and renewals. The ideal candidate will have a background working with developers, with a strong emphasis on frontend development, cloud infrastructure, networking, and modern application deployment. The ability to coordinate across multiple time zones and build strong relationships with customers from developers to executives is essential.

Responsibilities

• Manage a portfolio of Enterprise customers.
• Act as a trusted product advisor, aligning Vercel solutions with customer business strategies.
• Drive incremental value through customer training and adoption of Vercel best practices.
• Guide customers to achieve positive business outcomes and drive adoption across the Vercel Maturity Model.
• Enable customers on effectively using Vercel's solutions for developing, previewing, and shipping web properties.
• Prioritize account portfolios based on tiering to ensure retention and growth.
• Maintain high levels of customer engagement and satisfaction, focusing on customer loyalty.
• Facilitate Executive Business Reviews with economic decision-makers and Vercel executive sponsors.
• Develop and maintain account plans, including organization mapping and opportunity identification.
• Serve as the Voice of the Customer to align internal resources and efforts for improved customer experience.
• Partner with the Sales team to identify and raise expansion opportunities.

Requirements

• 5+ years of professional experience in B2B / SaaS.
• Experience owning the 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 stakeholders from developer to C-suite level.
• Experience and proficiency with Front-end web development libraries and frameworks (e.g., React, Node, Next.js, Express).
• Strong collaboration mindset and capabilities; comfortable with asynchronous remote work.
• Knowledge of CI/CD, deployment pipelines, and the SDLC process.
• Comfortable managing accounts with varying requirements.
• Demonstrable self-starter, curious, and solution-focused.
• Strong initiative, positive attitude, and the ability and willingness to learn technical concepts.

Bonus Qualifications

• Experience devising and implementing growth and activation strategies.
• Understanding of a CDN and/or Proxy.
• Understanding of [Specific technology or concept, as the original text was cut off].

About Vercel

Vercel provides developers with tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel empowers customers like Ramp, Supreme, PayPal, Chick-fil-A, and Under Armour to build for the AI-native web. Vercel's mission is to enable the world to ship the best products by creating an environment where everyone can do their best work.