Customer Success Manager, Digital, EMEA Remote - United Kingdom

vercel.com; London; Remote; GBP 125,000 - 150,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to enhance customer experiences for enterprise clients. In this role, you will manage customer interactions, ensuring satisfaction and retention while collaborating with various teams. You'll leverage your technical knowledge of front-end development and customer engagement skills to drive adoption and mitigate churn risks. This position offers a dynamic environment where you can make a significant impact on customer success strategies. If you thrive in a fast-paced setting and enjoy building relationships, this opportunity is perfect for you.

Qualifications

• 1+ years of customer-facing experience in a high-growth SaaS industry.
• Basic proficiency in front-end web development libraries and frameworks.

Responsibilities

• Manage post-sales activities and ensure customer satisfaction.
• Analyze customer data and suggest engagement strategies.

Skills

Front-end web development

React

Node.js

Next.js

Customer engagement skills

Communication skills

Project management

Analytical skills

Job description

Vercel is looking to add a Customer Success Manager, Digital to our fast-growing Customer Success team with the overall objective of advancing our commitment to providing an exceptional experience for our Enterprise customers. The Digital Customer Success Manager plays a pivotal role in managing a high volume of customer interactions to ensure customer satisfaction, wider adoption and retention. This role requires a blend of technical knowledge, customer engagement skills, and the ability to work efficiently across multiple time zones.

Preference to those in London or UK

What You Will Do:

1. Manage all post-sales activities for Vercel’s scaled customers through touch points that require product knowledge, planning, project management and the ability to quickly build customer rapport.
2. Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
3. Interact with customers through office hours, webinars, and other channels.
4. Proactively identify and flag churn risk and work proactively with other account team members to mitigate customer risk.
5. Partner with Account Executives, Customer Success Engineers, Developer Success Engineers, and Technical Consultants to provide effective customer engagements.
6. Analyze customer data to suggest engagement strategies within your customer portfolio.
7. Execute proactive customer campaigns to engage customers on discrete topics such as awareness of new product capabilities.

About You

1. Experience with and basic proficiency in Front-end web development libraries and frameworks like React, Node, Next.js.
2. At least one year of customer-facing experience in a high-growth SaaS industry preferred.
3. Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars).
4. Can navigate through ambiguity as we continue to build and refine the digital customer success segment and contribute to the team’s ongoing development activities.
5. Outstanding initiative and positive attitude.
6. Strong communication and writing skills.
7. Strong collaboration mindset and capabilities.
8. Comfortable with asynchronous work.

Bonus If You:

1. Have devised and put in motion growth and activation strategies.
2. Enjoy taking difficult concepts and breaking them down into concepts that are easier to understand.

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.