Senior Manager, Customer Success Engineering - Remote

Overview

Vercel is seeking a Senior Manager for their Customer Success Engineering team to enhance customer experience and team performance.

In Short

• Ensure exceptional customer experience at scale.
• Set measurable goals for team performance improvement.
• Handle escalated cases through various channels.
• Collaborate with Product organization for feedback and solutions.
• Engage stakeholders to drive cross-functional improvements.
• Support CSE’s with performance and career planning.
• Identify tooling opportunities for efficiency.
• Oversee communication of incidents to customers.
• Recruit exceptional team members aligned with Vercel’s mission.
• Recognize trends and proactively address customer issues.

Requirements

• Experience with a globally distributed technical support team.
• Experience in setting and managing KPIs.
• Ability to drive efficiencies in team scaling.
• Desire to work cross-functionally with Product.
• Mentoring experience for direct reports.
• Ability to empower and unblock team members.
• Confidence in fast-paced environments.
• Ownership of decisions in leadership absence.
• Ability to identify customer impact concerns.
• Autonomous work capability with asynchronous communication.
• Calmness under pressure.
• Technical knowledge in modern application development.

Benefits

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Mentorship and networking opportunities.
• Flexible Time Off.
• Work from home budget for necessary gear.