Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +17 more states.

📋 Description

• Support customers throughout the onboarding process and ensure they achieve their business objectives using Vanilla’s solutions.

• Develop and oversee Customer Success Plans for straightforward accounts and Strategic Customer Account Plans for more complex ones.

• Take ownership of the renewal process, identify opportunities for expansion, and address potential churn concerns.

• Serve as the customer's voice by collecting insights and working collaboratively with Product, Sales, and Support teams.

• Implement and enhance tools and processes to boost customer engagement, monitor client health scores, and increase satisfaction.

• Collaborate with Sales, Product, and Leadership to align customer needs with company strategies.

• Foster a company-wide culture focused on customer satisfaction and long-term relationship building.

⛳️ Requirements

• A minimum of 5 years’ experience in Customer Success, Account Management, or similar B2B SaaS roles.

• Demonstrated success in driving customer retention, renewals, and account growth through consultative approaches.

• Experience in creating success plans and customer-facing resources that align with business goals.

• Strong comprehension of the customer lifecycle with a proven ability to meet or exceed revenue targets.

• Proficient in CRM and customer success tools such as Salesforce, Totango, Gainsight, or similar platforms.

• Possess analytical and problem-solving abilities to utilize data for measuring customer health, recognizing risks and opportunities, and addressing escalations.

• Experience in cross-functional collaboration with the capacity to influence initiatives in Product, Sales, and Support.

• Skilled in optimizing tools and workflows for scalability.

• Excellent communication and relationship-building capabilities, demonstrating high emotional intelligence and empathy.

• Adaptable and tech-savvy, with the ability to quickly learn new tools in a fast-paced, high-growth setting.

• Must be legally authorized to work in the United States.

• Candidates must reside in Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah, or Washington.

• Preferred: Over 3 years of experience in financial services or wealth management.

• Preferred: Knowledge of regulatory and compliance considerations relevant to financial services clients.

• Preferred: Experience managing high-value or complex client relationships within a regulated industry.

🏝️ Benefits

• Flexible paid time off policy.

• 10 company-wide paid holidays.

• Parental leave: 6 weeks for all full-time employees and up to 14 weeks for birthing parents.

• Comprehensive medical, dental, and vision benefits coverage for employees and their families.

• 401K eligibility after one month of employment.

• Complimentary estate planning documents.

• Budget allocated for learning and development initiatives.

• Home office setup budget.

• Performance-based bonus opportunities.

• Equity participation.