Customer Success Manager

Vividly

133d • $100,000 - $110,000 • Remote

About The Position

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.

Requirements

• 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

Responsibilities

• 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.

Benefits

• A modern, remote-first workplace
• Stipend upon hire to help create a comfortable, productive home office
• Vividly days off & flexible PTO
• Competitive Benefits
• 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
• Monthly $50 Wellness Reimbursement
• Monthly $200 Remote Work Stipend

What This Job Offers

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