Senior Customer Success Manager, EMEA

Position Overview

• Location Type: Remote (Preferences NYC or Eastern US Time Zone)
• Employment Type: Full-time
• Salary: (Salary not provided)

Vercel is seeking a Customer Success Manager (CSM) to join their fast-growing Customer Success team. This role focuses on driving greater business value for Enterprise customers by managing their entire lifecycle, from onboarding to renewal and expansion. The CSM will be a trusted product advisor, guiding customers on how to best utilize Vercel's solutions and fostering long-standing relationships.

Requirements

• 5+ years of professional experience
• Strong understanding of frontend development, cloud infrastructure, and networking
• Experience working with developers
• Ability to coordinate and work effectively with customers across multiple time zones
• Excellent relationship-building skills
• Ability to build and maintain account plans

Responsibilities

• Manage a portfolio of Enterprise customers.
• Be a trusted product advisor, aligning Vercel solutions with customer business strategy.
• Drive incremental value by leading customers through 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 on how best to use Vercel's solutions to Develop, Preview, and Ship their web properties.
• Leverage account tiering to prioritize the account 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 to align resources and efforts to improve the customer experience.
• Partner with the Sales team to identify and raise 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)