Customer Success Manager

PetsApp; Burlington (VT); On-site; USD 70,000 - 90,000; Full time

Job summary

PetsApp in Burlington, VT is seeking a Customer Success Manager to partner with one of our largest enterprise clients. In this role, you'll be the primary contact for day-to-day support while ensuring users maximize the platform's features.

The ideal candidate should have 3–5 years of experience in Customer Success or Account Management, with a strong background in B2B SaaS. Excellent communication skills and the ability to build relationships with clients are essential for success in this role.

Qualifications

• 3–5 years in a Customer Success, Account Management, or Client Services role.
• Experience in B2B SaaS or platform products.
• Experience running training or enablement programs.

Responsibilities

• Be the primary point of contact for your client's platform users.
• Lead training sessions when new features ship.
• Run regular check-ins with key stakeholders.

Skills

People-oriented

Strong communicator

Trust building

Self-directed

Job description

Location: Burlington, VT Salary Range: Commensurate with experience

Brandhub is looking for a Customer Success Manager to serve as a dedicated partner to one of our largest enterprise clients. You'll be embedded with the client's team, serving as their primary point of contact for everything related to the Brandhub platform: day-to-day questions, feature training, and making sure the people actually using the platform know how to get the most out of it.

About Brandhub

Brandhub is the operating system for trade marketing. We help leading consumer brands plan, execute, and track field marketing activations — capturing rich operational data at every step. Our clients include some of the biggest names in the alcohol beverage space. For our largest clients, we build custom, deep integrations that make Brandhub a core part of how their teams operate every day.

The Role

You’ll be the person this client's team turns to when they have a question, need a refresher, or are trying to figure out how to use a new feature. Over time, you'll understand how they work as well as they do — their workflows, their pain points, the quirks of their org. That familiarity is the job.

You'll also be the bridge between the client and Brandhub's internal teams. When the client has feedback or needs something, you'll know how to bring that back in a way that actually gets heard and acted on.

What You’ll Do

Day-to-Day Client Support

• Be the primary point of contact for your client's platform users — answering questions, troubleshooting issues, and making sure things keep moving.
• Build enough familiarity with the client's workflows that you can anticipate what they need, not just react to what they ask.
• Manage and prioritize incoming requests across a large, distributed user base.
• Know when to solve something yourself and when to loop in product or engineering.

Training & Feature Adoption

• Lead training sessions when new features ship — helping users understand not just what changed, but why it matters for how they work.
• Create clear, practical training materials and videos that actually get used (not just filed away).
• Track adoption across the user base and proactively reach out when usage patterns suggest someone is stuck or underutilizing the platform.
• Translate complex platform capabilities into plain language for users who aren't thinking about software — they're thinking about their programs.

Client Partnership

• Show up as a member of the client's extended team — present, reliable, and invested in their success.
• Run regular check-ins with key stakeholders and surface relevant updates from Brandhub's product roadmap.
• Bring client feedback back to internal teams in a structured, useful way.
• Help the client connect the dots between how they're using Brandhub and the outcomes they care about.

Experience

• 3–5 years in a Customer Success, Account Management, or Client Services role — experience working closely with a single large account is a plus.
• Background in B2B SaaS or platform products; comfortable working with software users at varying levels of technical comfort.
• Experience running training or enablement programs — building materials, leading sessions, and following up on adoption and a passion for doing it.

Skills

• People-oriented — you enjoy starting and building new relationships
• Strong communicator: clear in writing, confident in meetings, and good at reading the room.
• Good at building trust, especially with people who are initially skeptical or resistant to change.
• Self-directed — you manage your own time and priorities without needing a lot of hand-holding.

Nice to Have

• Background in trade marketing, CPG, retail, or the alcohol beverage industry.
• Experience working as an embedded or dedicated resource within a client's organization.
• Familiarity with building training documentation or help content.

Select is an equal opportunity employer and highly values diversity. Select does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.