Customer Success Manager

Vividly

United States

Remote

USD 95,000 - 135,000

Full time

14 days+

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Benefits offered by this job

Healthcare, Dental and Vision–Company

401(k) employer contribution

Weekly $20 Sharebite Meal Stipend

Monthly $50 Wellness Reimbursement

Monthly $200 Remote Work Stipend

Job summary

Vividly is seeking a strategic Customer Success Manager who thinks strategically, communicates clearly, and puts customers first. You will own account outcomes, guide customers toward measurable business value, and drive platform adoption for SMB CPG trade management.

You will analyze usage data, develop actionable recommendations, and advocate for customers across product, sales, and marketing. This is a fully remote, growth-focused role with a strong emphasis on outcomes.

Qualifications

5+ years of experience in Trade Promotion Management and speaking the customer’s language from day one.
CPG industry experience strongly recommended; deductions, accruals, and general trade finance experience preferred.
Strong critical thinking: analyze ambiguous situations and develop evidence-based recommendations.
Authentically customer-first mindset; measure success by customer outcomes, not activity.
Exceptional written and verbal communication; tailor messages for ops managers to C-suite executives.

Responsibilities

Lead with strategy and act as a proactive strategic advisor for customers.
Analyze usage patterns, platform data, and business context to identify gaps, risks, and growth opportunities.
Own every customer interaction with clear agendas and proactive follow-ups.
Represent customers internally and surface feedback with evidence to drive product improvements.
Drive platform adoption and identify underutilized features and experts within accounts.
Build multi-thread relationships with champions, sponsors, and stakeholders across the organization.
Collaborate with product, sales, and marketing to create repeatable customer success playbooks.
Contribute to best practices, case studies, and industry conversations as a TPM thought leader.
Set boundaries to protect strategic value and route issues to the right Support channels.

Skills

Trade Promotion Management

CPG industry experience

Critical thinking

Customer-first mindset

Communication skills

Proactive account leadership

SaaS platform proficiency

Adaptability to ambiguity

Tools

TPM software

Analytics tools

Job description

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?

A modern, remote-first workplace

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.

Competitive Benefits