Enterprise Customer Success Manager - Retail SaaS Growth

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

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.