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Senior Customer Success Manager

Posted 4 days agoViewed

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💎 Seniority level: Senior, 5+ years

📍 Location: United States, PST

💸 Salary: 165000.0 - 240000.0 USD per year

🔍 Industry: Developer Tools

🏢 Company: Vercel👥 251-500💰 $150,000,000 Series D over 3 years agoInternetDeveloper PlatformAppsSoftware

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: Node.jsCloud ComputingExpress.jsFrontend DevelopmentReact.jsNext.jsCI/CDRESTful APIsAccount ManagementCustomer SuccessSaaS

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