Senior Manager, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and shape the customer experience following implementation.

• Ensure that customers derive significant, quantifiable value from Vesta post go-live.

• Manage a designated portfolio of approximately 8-12 lender accounts, serving as their primary strategic partner.

• Promote adoption and enhance engagement with new functionalities.

• Reinforce best practices and ensure Vesta adapts to the evolving needs of customers’ businesses.

• Maintain executive relationships and support retention, while Sales manages commercial renewals.

• Coordinate across teams when issues arise, acting as a point of escalation.

• Act as an advocate for customers internally, aligning with Product, Support, Implementation, and Sales.

• Develop Customer Success playbooks, engagement models, success metrics, feedback loops, and operational cadence.

• Recruit the first 1-3 individual contributors and define their roles and responsibilities.

⛳️ Requirements

• A strong curiosity regarding business operations, encompassing workflows, incentives, constraints, and organizational dynamics.

• Experience or the ability to excel in early-stage settings characterized by high ambiguity and real ownership.

• An outcome-oriented mindset with the capacity to clearly communicate measurable product value.

• Capability to collaborate with senior stakeholders, operators, executives, and cross-functional leaders.

• Proficiency in coordinating internal teams and serving as a structured, accountable escalation point.

• Highly organized and process-driven, with the ability to create playbooks and systems from the ground up.

• Ability to balance proactive strategic engagement with reactive issue resolution.

• Skill in collaborating with Sales, Product, Implementation, and other cross-functional teams.

• Competence in managing a portfolio of around 8-12 mid-market to enterprise lender accounts.

• Ability to recruit and oversee the first 1-3 individual contributors within the Customer Success team.

🏝️ Benefits

• Equity.

• Comprehensive medical, vision, and dental coverage (approximately 100% of employee premiums covered).

• Remote-first culture with hubs located in New York and San Francisco.

• Physical and mental wellness benefits.

• Flexible time off (which we encourage you to utilize!).

• Co-working passes and/or work-from-home stipends.

• Dining dollars.

• 401(K) plan.

• Generous parental leave - 16 weeks off for both birthing and non-birthing parents, applicable to adoptions as well.

• Company offsites held twice a year.