Customer Success Manager

Vividly, Inc.; Northern (KY); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Remote work stipend

Meal stipend

Wellness reimbursement

Healthcare coverage

401(k)

Job summary

Vividly, a fast-growing TPM SaaS provider, seeks a Customer Success Manager who thinks strategically, communicates clearly, and puts customers first. You’ll own outcomes for your accounts, guiding adoption and delivering measurable value.

This is a fully remote role in the United States. You’ll build trusted relationships, analyze usage, and collaborate with product, sales, and marketing to drive platform adoption and expansion.

Qualifications

• Experience in Trade Promotion Management and understanding of trade spend.
• CPG industry experience strongly preferred; deductions and general trade finance knowledge a plus.
• Excellent critical thinking and the ability to turn data into actionable recommendations.
• Authentic customer-first mindset; success measured by customer outcomes.
• Outstanding written and verbal communication; capable of tailoring messages to diverse audiences.
• Proactive ownership of accounts; lead with insights and guidance.
• A SaaS background; comfortable explaining complex software to customers.
• Thrives in fast-moving environments with flexibility and urgency.
• Demonstrates collaboration and willingness to build scalable customer success playbooks.

Responsibilities

• Lead with strategy and build trusted relationships; guide customers toward goals.
• Analyze usage patterns and data to identify adoption gaps and growth opportunities.
• Communicate with precision; own all customer interactions and follow-ups.
• Represent customers internally; surface feedback and drive improvements.
• Drive platform adoption and expansion; design scalable enablement strategies.
• Identify multiple stakeholders and protect against single points of failure.
• Collaborate with product, sales, and marketing to create success playbooks.
• Contribute to industry thought leadership and best practices.

Skills

Trade Promotion Mgmt

CPG experience

Critical thinking

Customer-first mindset

Communication skills

SaaS aptitude

Account leadership

Ambiguity tolerance

GSD attitude

Job description

Vividly is the leading modern trade promotion management (TPM) solution built by and for the consumer packaged goods industry. From campaign creation to deductions management and promotion measurement, we help brands manage every element of trade spend. With our easy-to-use platform and industry-leading experience, we pride ourselves on our ability to bring businesses to the next level.

Not familiar with trade promotion spend? That’s OK. Most people aren’t. It’s an $8 trillion dollar problem that is ripe for disruption by an innovative SaaS startup. In order to grow, consumer packaged goods (CPG) brands spend 20% of their topline revenue to get into retailers and promote their products within those retailers. The problem is that today 70% of those promotions are not ROI positive. This is because ROI is hard to track. The industry operates on emails, pdfs, and xls spreadsheets. At Vividly, we’re solving this massive problem with exciting tactics including AI, Machine Learning, and Fintech and adding value to everyone in the chain. Some of our customers include brands you may use and love - Liquid Death, Amy’s, and Perfect Snacks.

We Are Looking for a Customer Success Manager Who Thinks Strategically, Communicates Exceptionally, and Puts Customers First

We are seeking a sharp, driven, and deeply customer-focused professional with experience in CPG trade management to join our Customer Success team. This is not a support role. It is a strategic partnership role. You will own the outcomes of the accounts you manage, proactively guiding customers toward measurable business value and deeper adoption of the Vividly platform.

If you are a self-starter who leads with curiosity, communicates with clarity and confidence, and knows how to turn data into insights and insights into action, you will thrive here. We need someone who has lived on the front lines of Small to Midsize Business (SMB) Trade, someone who understands the complexity of trade spend and can translate that expertise into transformational customer partnerships.

Key Responsibilities and Impact

• Lead with strategy, not just service . Build deep, trusted relationships with customers by acting as a proactive strategic advisor, not a reactive problem-solver. Guide customers toward their goals before they know they need guidance.
• Apply critical thinking to every account. Analyze customer usage patterns, platform data, and business context to identify adoption gaps, risks, and growth opportunities. Translate what you see into clear recommendations and action plans that drive measurable outcomes.
• Communicate with precision and purpose. Own every customer interaction, written, verbal, and in-meeting, with the clarity and confidence of someone who respects the customer's time and leads conversations with intention. This means clear agendas, concise follow-ups, and proactive outreach that adds value before customers ask for it.
• Champion the customer's success internally. Serve as the voice of your customers across product, sales, and marketing. Surface feedback, patterns, and risks with the evidence to back them up. Advocate for improvements that create better outcomes across the entire customer base.
• Drive platform adoption and user expansion. Don't just onboard; embed. Identify underutilized features, low-adoption users, and untapped teams within your accounts. Design enablement strategies that scale beyond one-on-one training and create organizational dependency on the Vividly platform.
• Multi-thread your accounts. Build relationships across each organization, not just with your primary contact. Identify champions, executive sponsors, power users, and operational stakeholders. Proactively protect against single points of failure.
• Collaborate cross-functionally with structure. Partner with specialists, product, and sales teams to build repeatable, well-documented customer success playbooks. Every customer should have a clear success plan, defined milestones, and documented outcomes.
• Represent Vividly as a TPM thought leader. Help shape the industry conversation. We want CSMs who can contribute to best practices, case studies, and community conversations that position Vividly as the definitive platform for SMB CPG trade management.
• Set boundaries that protect your strategic value. Redirect technical support and break-fix issues to the appropriate Support channels. Your role is to own strategy, adoption, and outcomes, not to be a one-person help desk.

You Will Be Successful With

• 5+ years of experience in Trade Promotion Management - you understand the complexity of trade spend and can speak the customer's language from day one
• CPG industry experience is strongly recommended - deductions, accruals, and general trade finance experience strongly preferred; POS data and TPM software experience are a significant plus
• Strong critical thinking skills - you can analyze ambiguous situations, connect disparate signals, and develop clear, evidence-based recommendations without being told what to look for
• An authentically customer-first mindset - you measure your success by your customers' outcomes, not your task completion rate; you anticipate needs, not just respond to them
• Exceptional written and verbal communication skills - you write follow-up emails that customers actually read, you run meetings that end with clarity, and you can tailor your message to an operations manager and a C-suite executive in the same week
• Proactive account leadership - you don't wait for customers to come to you; you show up with insights, recommendations, and a point of view
• Technical aptitude with SaaS platforms - you are comfortable navigating and explaining complex software and can help customers get the most out of the tools they have
• Comfort with ambiguity and change - you thrive in a fast-moving startup environment and know how to build process where there isn't one yet
• A GSD (Get Stuff Done) attitude - paired with the judgment to know which things are worth doing, which should be delegated, and which should be handed off entirely

Why This Role Matters

Customer Success at Vividly is not account management. It is the difference between a customer who renews and one who becomes a reference. Between a platform that gets used and one that becomes indispensable. Between a company that grows because of its customers and one that grows despite losing them.

If you want to own that difference, and have the skills, experience, and mindset to drive it, we want to hear from you.

This role is a critical part of Vividly's growth. We hire for outcomes, not activity. Show us how you think, how you communicate, and how you put customers first, and we'll show you what it looks like to build something that matters.

Why Choose Vividly?

We are committed to succeeding as a fully remote team, empowering you with the flexibility to thrive, no commute required. Every Vividly team member receives a stipend upon hire to help create a comfortable, productive home office.

Vividly days off & flexible PTO

For most USA holidays that fall on a Monday or Friday, we turn it into a 4 day weekend! Vividly also offers Flexible Time Off ( and we really mean it ) to help prevent burn out and fuel creativity.

• Healthcare, Dental and Vision - We cover 100% of your monthly premiums and 50% of all dependents
• 401(k) - With a 3% employer contribution
• Weekly $20 Sharebite Meal Stipend - For every meal you purchase, they donate a meal through Feeding America!
• Monthly $50 Wellness Reimbursement
• Monthly $200 Remote Work Stipend

Commitment to our values - The Vividly Code

• Kind Ambition -We push boundaries with empathy and integrity
• Keep It Real - We are transparent, honest, and authentic
• Customer Love - We act as trusted advisors to our customers
• Own It - We take responsibility and drive outcomes
• Urgency Wins - We move quickly and focus on impact
• Pull Together - We collaborate to win as a team

The pay range for this role is:

100,000 - 110,000 USD per year (Remote (United States))