Customer Success Manager, Digital (AMER-East)

About Vercel:

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

About the Role:

To further our commitment to providing an exceptional experience to our Enterprise customers, Vercel is looking to add a Digital Customer Success Manager (CSM) to our fast-growing Customer Success team!

The Digital Customer Success Manager will provide Enterprise teams with adoption and optimization best practices to help drive business value for our ever-growing customer base. You will report to the Manager of the Digital Success team and will be located remotely in AMER and work AMER-East business hours.

What You Will Do:

• Manage all post-sales activities for Vercel’s Digital Success customers through touch points that require product knowledge, planning, project management, and the ability to quickly build rapport
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
• Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Analyze customer data to create and execute engagement strategies within your customer portfolio
• Proactively identify and flag churn risk and work proactively with other account team members to mitigate.
• Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements
• Advocate for the customer by identifying customer trends and providing internal feedback on how Vercel can better serve our customers

About You:

• 1-2 years CSM or Customer Specialist experience in high-growth SaaS industry preferred
• Experience and proficiency with Front-end web development libraries and frameworks like React, Node, Next.js
• Significant level of comfort interacting with a high volume of customers across a variety of mediums (phone, email, webinars)
• Strong initiative and positive attitude
• Strong communication and writing skills
• Strong collaboration mindset and capabilities
• Comfortable with asynchronous work
• Can navigate through ambiguity as we continue to build and refine the digital customer success segment

Bonus If You:

• Email marketing experience
• Familiarity with Outreach.io, Marketo, Tray.io and/or Salesforce
• Have devised and put in motion growth and activation strategies.
• Are experienced in Front-end web development libraries and using Vercel.
• Can demonstrate an understanding of CDN and/or Proxy.
• Can communicate clearly about DNS.

Benefits:

• Great compensation package and stock options.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.
• Remote Friendly - Work with teammates from different time zones across the globe.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

The San Francisco, CA base pay range for this role is $80,000.00 - $110,000.00 OTE.  The salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location.  The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.