Customer Success Manager

Vinci • Palo Alto, CA

13d • $130,000 - $155,000 • Hybrid

About The Position

As a Customer Success Manager at Vinci, you will own the customer relationship and operating cadence across the customer lifecycle, beginning during pilot deployment and continuing through post-sale adoption, value realization, renewal readiness, and expansion. Reporting to the Head of Customer Solutions, you will manage a focused portfolio of approximately 5–10 strategic enterprise accounts and coordinate between customers and Vinci’s Sales, Forward Deployment Engineering, Technical Solutions Engineering, Product, and other internal teams.

The role combines strategic Customer Success with project and program management. During pilots, Sales and Forward Deployment Engineering own evaluation success criteria, while you serve as the operational DRI for execution: establishing project plans, coordinating stakeholders and enablement, managing milestones and dependencies, surfacing risks, driving follow-through, and maintaining clear communication from kickoff through completion.

After a successful sale, you become the ongoing Customer Success owner. You will work with customers to define measurable benchmarks and value, drive sustained product adoption, maintain account health and success plans, establish stakeholder touchpoints, facilitate QBRs, and identify risks early. You will partner with the Account Manager on retention and potential expansion; the Account Manager owns the commercial process.

You will also represent the voice of the customer internally by synthesizing feedback, adoption blockers, feature requests, and emerging needs for Product and Engineering. You will coordinate relevant product-release communications and route technical needs to Technical Solutions Engineers or other subject matter experts.

This is a hybrid role requiring 3 days per week in Vinci’s Palo Alto office. The role includes up to 30% travel, primarily to customer and prospect sites for pilot kickoffs, strategic touchpoints, presentations, demonstrations, QBRs, and other customer engagements.

Requirements

• 2–5 years of experience in Customer Success or a comparable customer-facing role, with direct responsibility for customer relationships, adoption, or outcomes.
• Strong project and program management skills, including experience coordinating customer-facing initiatives across milestones, dependencies, risks, stakeholders, and timelines.
• Ability to manage multiple concurrent customer workstreams with strong organization, prioritization, documentation, and follow-through.
• Strong written and verbal communication skills and ability to build trusted relationships with technical and business stakeholders.
• Ability to identify customer risks, coordinate cross-functional resources, and drive issues toward resolution.
• Ability to learn a complex technical product and customer workflows quickly and communicate effectively with highly technical customer teams.
• High degree of ownership, sound judgment, and comfort operating in a fast-moving environment with evolving processes and priorities.
• Ability and willingness to travel up to 30%.

Nice To Haves

• Bachelor’s degree or equivalent practical experience; sufficient relevant professional experience may substitute for a degree.
• Experience working with highly technical enterprise products, engineering software, AI platforms, EDA, CAE, simulation software, semiconductors, or adjacent technical industries.
• Experience managing enterprise pilots, proofs of concept, implementations, or complex technical deployments from kickoff through completion.
• Experience supporting a focused portfolio of strategic enterprise accounts with high-touch engagement models.
• Experience partnering with Account Managers or Sales teams on renewals, expansion strategy, and account planning.
• Experience developing Customer Success Plans, account health frameworks, executive business reviews, QBRs, and value realization programs.
• Experience working cross-functionally with Sales, Engineering, Product, and technical customer-facing teams.
• Experience operating in an early-stage or high-growth startup environment and contributing to the development of Customer Success processes and operating practices.
• Demonstrated technical aptitude and comfort engaging with engineering teams, learning technical workflows, and coordinating technical resources without needing to be the primary technical expert.

Responsibilities

• Own the customer operating cadence across approximately 5–10 strategic enterprise accounts, from pilot deployment through post-sale adoption and ongoing success.
• Serve as the operational DRI for customer pilots by maintaining project plans, milestones, dependencies, risks, action items, and stakeholder communications, while partnering with Sales and Forward Deployment Engineering on evaluation objectives.
• Coordinate customer onboarding and enablement, engaging Technical Solutions Engineers, Product, and other subject matter experts for training, troubleshooting, and technical support.
• Drive product adoption and value realization by maintaining Customer Success Plans, tracking customer objectives and benchmarks, and facilitating regular touchpoints and QBRs.
• Maintain account health, identify adoption or relationship risks early, coordinate mitigation plans, and escalate issues with clear ownership and follow-through.
• Build strong relationships across customer organizations and partner with Account Managers to support renewal readiness and identify potential expansion opportunities.
• Represent the voice of the customer internally by capturing product feedback, feature requests, and adoption blockers and communicating relevant priorities to Product and Engineering.
• Introduce relevant product releases and capabilities to customer teams and coordinate deeper technical discussions or demonstrations when appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed