Customer Success Manager, Digital (AMER-East)

The Digital Customer Success Manager will provide Enterprise teams with adoption and optimization best practices to help drive business value for our ever-growing customer base. You will report to the Manager of the Digital Success team and will be located remotely in AMER and work AMER-East business hours.

What You Will Do:

• Manage all post-sales activities for Vercel’s Digital Success customers through touch points that require product knowledge, planning, project management, and the ability to quickly build rapport

• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives

• Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses

• Develop, test, and iterate on scaled playbooks and engagement strategies

• Analyze customer data to create and execute engagement strategies within your customer portfolio

• Proactively identify and flag churn risk and work proactively with other account team members to mitigate.

• Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements

• Advocate for the customer by identifying customer trends and providing internal feedback on how Vercel can better serve our customers

About You:

• 1-2 years CSM or Customer Specialist experience in high-growth SaaS industry preferred

• Experience and proficiency with Front-end web development libraries and frameworks like React, Node, Next.js

• Significant level of comfort interacting with a high volume of customers across a variety of mediums (phone, email, webinars)

• Strong initiative and positive attitude

• Strong communication and writing skills

• Strong collaboration mindset and capabilities

• Comfortable with asynchronous work

• Can navigate through ambiguity as we continue to build and refine the digital customer success segment

Bonus If You:

• Email marketing experience

• Familiarity with Outreach.io, Marketo, Tray.io and/or Salesforce

• Have devised and put in motion growth and activation strategies.

• Are experienced in Front-end web development libraries and using Vercel.

• Can demonstrate an understanding of CDN and/or Proxy.

• Can communicate clearly about DNS.

Benefits:

• Great compensation package and stock options.

• 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 – Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.

• Remote Friendly – Work with teammates from different time zones across the globe.

• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

The San Francisco, CA base pay range for this role is $80,000.00 – $110,000.00