Senior Customer Success Manager, West

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Requirements:

• 5+ years of professional experience in B2B / SaaS.
• Experience owning 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 developers to C-suite level.
• Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work.
• Knowledge of CI/CD, deployment pipeline, and the SDLC process.
• Comfortable managing accounts with varying requirements.
• Demonstrable self-starter, curious, and solution focused.
• Strong initiative, positive attitude, and both the ability and willingness to learn technical concepts.

Responsibilities:

• Manage a portfolio of Enterprise customers.
• Be a trusted product advisor by aligning Vercel solutions with the customer's business strategy.
• Drive incremental value by leading the customer through training and adoption of Vercel's best practices.
• Continuously deliver Positive Business Outcomes by guiding the customer through their journey while 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 your account portfolio while ensuring retention and growth for your book of business.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• 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 our resources and efforts to improve the customer experience.
• Partner with the Sales team to help identify and raise expansion opportunities.