Vice President, Customer Success

At Vercel, our mission is to enable developers to create at the moment of inspiration. We are the platform for frontend developers, creating tools millions of developers use every day. By unlocking developer potential through the use of open-source tools such as Next.js, React, Svelte, and Turborepo, we enable developers to go from idea to global application in seconds.

As a globally distributed company, we take pride in our ability to work across time zones and continents, fostering collaboration and innovation. Our offices in San Francisco and New York City serve as hubs for our teams to come together and develop the tools that empower our users. By joining Vercel, you’ll be part of a team that is deeply committed to open-source technologies and dedicated to shaping the future of web development.

To further our commitment to providing an exceptional experience to our Enterprise customers, we are looking to add a Vice President of Global Customer Success to our fast-growing Customer Success team. The CSM role is pivotal in managing the post-sales process in the Enterprise customer lifecycle and we are looking for a Global Leader to shape our organization, our Customer Journeys and our internal processes to ensure our customers consistently achieve their business objectives and our employees reach their full potential.

The role requires a strong background of building world-class Customer Success organizations, processes and customer experiences.

• Lead and manage a high-performing CSM organization located around the globe.
• Develop Customer Journeys that consistently identify customer goals and deliver against those goals
• Increase net dollar retention by ensuring best-in-class renewal rates and fostering consistent expansion in our customer base.
• Collaborate with the Sales, Support, Services, Engineering and Product organizations to ensure the best customer experience in the industry

• 5+ years of experience in executive leadership roles
• 10+ years of experience in Customer Success Manager roles
• Experience building and delivering Customer Journeys for a SaaS software platform
• Experience building & scaling world class CSM organizations 
• Experience managing and leading within a high-growth startup environment
• A proven record of generating net dollar retention through process, tooling and internal education changes

• Have devised and put in motion growth and activation strategies.
• Relish exceeding any and all targets set for you.
• Have experience working with Enterprise software platform at global scale.
• Have previously worked at a high growth SaaS company.

• Competitive compensation and stock options
• Inclusive Healthcare Package
• Flexible working style - 100% remote, with teammates located throughout the globe
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Unlimited PTO - 4 weeks recommended per year. Take time when you need it.
• 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 estimated annual cash salary for this role is $220,000.00 - $330,000.00. This salary range is an estimate, and actual salary may vary based on the company's compensation practices, location, and candidate experience.  The total compensation package may also include benefits and equity-based compensation.

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.