Customer Success Manager

VibeIQ; Boston (MA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

401(k)

Health

Dental

Vision

12 Paid Holidays per Year

Discretionary Time Off

Paid Parental Leave

Job summary

VibeIQ is hiring a Customer Success Manager to own a book of enterprise retail accounts. You will lead onboarding, adoption, retention and growth across a high-ACV portfolio, serving as the post-sale relationship owner and trusted advisor.

This role emphasizes project management, collaboration with Product and Engineering, and proactive health monitoring to ensure renewals and expansions. Boston-based role with a strong emphasis on cross-functional teamwork.

Qualifications

• 3–5+ years in Customer Success, Account Management, or Implementation roles (SaaS preferred).
• Background in retail, wholesale, or fashion/apparel tech.
• Experience managing high-ACV customers ($50K+ ARR).
• Strong project management skills with timelines, stakeholders, risks.
• Excellent communication, collaboration, and customer empathy.
• Highly organized; able to track time and manage multiple concurrent accounts.

Responsibilities

• Own a portfolio of enterprise retail customers as trusted advisor.
• Conduct regular check-ins, QBRs, and strategic planning sessions.
• Project manage configuration updates post go-live.
• Deliver tailored training tips based on custom setups.
• Track time and milestones for invoicing and internal reporting.
• Serve as point of contact for escalations and issue resolution.
• Collaborate with Product and Engineering to close feedback loops.
• Maintain up-to-date documentation on customer environments.
• Own the renewal process and flag expansion opportunities to Sales.
• Monitor and improve customer health scores.

Skills

Customer Success

Account Management

SaaS

Project Management

Communication

Tools

Hubspot

Jira

Zendesk

Job description

Salary Range

$100,000 - $130,000 annually

This range reflects the base salary VibeIQ expects to pay for this role. Actual offers may vary based on the candidate's experience and skills.

About Us

At VibeIQ, our mission is to become the market-leading, global solution for companies that create physical products. We’re building the platform where the art and science of product creation intersect—providing teams with a shared workspace to collaborate, iterate and make smarter, data-driven decisions throughout the product lifecycle. Our work helps companies bring better products to market faster, with greater clarity and confidence.

Position Summary

We're hiring a Customer Success Manager to own a book of business with our enterprise retail clients. You'll be the primary post-sale relationship owner, responsible for onboarding, adoption, retention, and growth across a portfolio of high-ACV accounts. This is a high-impact, high-visibility role that’s critical to help our customers adopt our software. You’ll wear many hats: part project manager, part trusted advisor, part product advocate.

Essential Functions

• Account Ownership & Relationship Management
  • Own a portfolio of enterprise retail customers, serving as their trusted advisor
  • Build and maintain strong executive and operational relationships
  • Conduct regular check-ins, QBRs, and strategic planning sessions
• Onboarding, Implementation & Configuration
  • Project manage configuration updates for customers post go-live
  • Deliver tailored training tips and tricks based on custom setups
  • Track time and milestones for invoicing and internal reporting
• Ongoing Support & Escalation Management
  • Serve as the point of contact for escalations and issue resolution
  • Collaborate with Product and Engineering to communicate customer needs and close feedback loops
  • Maintain up-to-date documentation on customer environments
• Value Delivery & Retention
  • Own the renewal process and flag expansion opportunities to Sales
  • Monitor and improve customer health scores

Required Experience

• 3-5+ years in Customer Success, Account Management, or Implementation roles (SaaS preferred)
• Background in retail, wholesale, or fashion/apparel technology
• Experience managing high-ACV customers ($50K+ ARR)
• Strong project management skills (timelines, stakeholders, risks)
• Excellent communication, collaboration, and customer empathy
• Highly organized; able to track time and manage multiple concurrent accounts

BONUS POINTS

• Experience at a fast-paced startup or high-growth SaaS company
• Exposure to product configuration or technical onboarding
• Comfortable using tools like Hubspot, Jira, or Zendesk
• Prior experience with time-tracked billing or scoped services

Benefits

• 401(k)
• Health
• Dental
• Vision
• 12 Paid Holidays per Year
• Discretionary Time Off
• Paid Parental Leave

VibeIQ, Inc. values a diverse team and is an equal opportunity employer.

IMPORTANT NOTICE

All legitimate VibeIQ job openings are listed at vibeiq.applytojob.com/apply/. We do not use WhatsApp, Telegram, or personal Gmail/Yahoo accounts to recruit or conduct interviews.

FRAUD ALERT

VibeIQ never charges fees at any stage of the recruitment process and will never ask for your banking details or personal financial information.

OUR PROCESS

VibeIQ's interview process always includes live video or in-person conversations with our team. We will never extend a job offer via text message or chat application, or without a formal interview.