Customer Success Manager
New
V
VanillaEstate Planning SaaS
You must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or WashingtonFull-TimeMiddle
Salary$110K - $130K
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
- Required Skills
- Data AnalysisSalesforceCustomer SuccessAccount ManagementCRM
Requirements
- 5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
- Proven track record of driving customer retention, renewals, and account growth through consultative engagement.
- Experience developing success plans and customer-facing resources that align with business objectives.
- Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets.
- Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent).
- Analytical and problem-solving skills, including using data to measure customer health and resolve escalations.
- Cross-functional collaboration experience, specifically influencing product, sales, and support initiatives.
- Process improvement mindset with experience optimizing tools and workflows for scalability.
- Excellent communication and relationship-building skills with high emotional intelligence and empathy.
- Adaptability and tech-savviness, comfortable learning new tools quickly in a fast-paced environment.
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.
- 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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