Customer Success Manager

Posted 3 days agoViewed

💎 Seniority level: Manager, 5+ years

📍 Location: CA, CO, CT, DE, FL, GA, ID, IL, IN, KY, MA, MD, ME, MN, NC, NH, NJ, NY, OH, OK, PA, RI, SC, SD, TX, UT, VA, WA, WA D.C.

💸 Salary: 90000.0 - 110000.0 USD per year

🔍 Industry: Estate Planning

🏢 Company: Vanilla Technologies

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: SalesforceFinancial ManagementCommunication SkillsAnalytical SkillsCustomer serviceRESTful APIsProblem-solving skillsAccount ManagementClient relationship managementData visualizationProcess improvementCRMFinancial analysisData analyticsCustomer supportCustomer SuccessSaaS

Requirements:

5+ years of total experience in roles such as Customer Support, Customer Experience, or Account Management.
3+ years experience in financial services or wealth management.
Proven success in customer retention & expansion, with a track record of increasing engagement and driving revenue growth.
Strong problem-solving skills with the ability to manage escalations effectively and turn challenges into positive experiences.
Experience with process improvement—you thrive on optimizing tools and workflows for scalability.
Exceptional communication & interpersonal skills—you can build strong relationships with customers and internal teams.
Analytical mindset—you use data to track success metrics, measure customer health, and identify areas for improvement.
High emotional intelligence & empathy—you understand customer needs and advocate for them effectively.
Tech-savvy & adaptable—you quickly learn new software tools and can train others effectively.
Ability to thrive in a fast-paced, high-growth environment—you’re proactive, self-motivated, and eager to make an impact.

Responsibilities:

Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions.
Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth.
Own the renewal process, identifying expansion opportunities and mitigating potential churn.
Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences.
Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction.
Work closely with Sales, Product, and Leadership to align customer needs with company strategies.
Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships.

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