Vanilla Technologies - Customer Success Manager
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Requirements
• 5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles. • Proven track record of driving customer retention, renewals, and account growth through consultative engagement. • Experience developing success plans and customer-facing resources that align with business objectives. • Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets. • Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent). • Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively. • Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives. • Process improvement mindset with experience optimizing tools and workflows for scalability. • Excellent communication and relationship-building skills with high emotional intelligence and empathy. • Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment. • 3+ years of experience in financial services or wealth management, with a strong understanding of industry-specific client needs. • Familiarity with regulatory and compliance considerations relevant to financial services clients. • Background in managing high-value or complex client relationships in a regulated industry. • The salary range for this role is $110,000 to $130,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.
Responsibilities
• Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions. • Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth. • Own the renewal process, identifying expansion opportunities and mitigating potential churn. • Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences. • Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction. • Work closely with Sales, Product, and Leadership to align customer needs with company strategies. • Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships.
Benefits
• Estimated Base Salary $90K – $120K • Offers Equity • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Yes, I am based in one of these states • No, I am not based in one of these states, but I am willing to relocate • No, I am not based in one of these states and I am NOT willing to relocate • Please list your desired salary or salary range. • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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