Customer Success Manager - Remote

Overview

As a Customer Success Manager at Vanilla, you will manage customer outcomes across multiple accounts, focusing on engagement, adoption, and retention.

In Short

• Manage a shared portfolio of customers with a focus on engagement and retention.
• Execute automated success plays for onboarding and renewal.
• Monitor account health and usage data to identify at-risk customers.
• Collaborate with cross-functional teams to enhance customer experience.
• Document customer interactions in CRM systems.
• Track and report portfolio metrics for continuous improvement.
• Advocate for customer needs to influence strategy.
• 2+ years of experience in Customer Success or related roles.
• Strong understanding of customer retention principles.
• Excellent communication and relationship-building skills.

Requirements

• 2+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
• Proven track record of driving customer retention and renewals.
• Ability to manage a high volume of customer accounts.
• Proficiency with CRM and customer success tools.
• Analytical skills to measure customer health and identify risks.
• Cross-functional collaboration experience.
• Process improvement mindset.
• Excellent communication skills with high emotional intelligence.
• Adaptability and tech-savviness.

Benefits

• Flexible paid time off policy and 10 company-wide paid holidays.
• Parental leave for all full-time employees.
• Medical, dental, and vision benefits coverage.
• 401K eligibility after one month of employment.
• Budget for learning & development.
• Free estate planning documents.
• Paid parking or transit for hybrid employees.