Customer Success Manager
About The Position
We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience. Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you. As a Customer Success Manager (CSM) at Vanilla, you will be the primary point of contact for our customers, helping them maximize the value of our products and services. You will play a key role in onboarding new clients, driving meaningful product adoption, and identifying opportunities for growth. We’re looking for a customer-centric, proactive, and strategic thinker who thrives in a fast-paced environment and is passionate about building lasting client relationships. Your insights and collaboration with internal teams will directly contribute to improving customer experiences and enhancing our products.
Requirements
- 5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
- Proven track record of driving customer retention, renewals, and account growth through consultative engagement.
- Experience developing success plans and customer-facing resources that align with business objectives.
- Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets.
- Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent).
- Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively.
- Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives.
- Process improvement mindset with experience optimizing tools and workflows for scalability.
- Excellent communication and relationship-building skills with high emotional intelligence and empathy.
- Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment.
Nice To Haves
- 3+ years of experience in financial services or wealth management, with a strong understanding of industry-specific client needs.
- Familiarity with regulatory and compliance considerations relevant to financial services clients.
- Background in managing high-value or complex client relationships in a regulated industry.
Responsibilities
- Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions.
- Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth.
- Own the renewal process, identifying expansion opportunities and mitigating potential churn.
- Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences.
- Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction.
- Work closely with Sales, Product, and Leadership to align customer needs with company strategies.
- Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships.
Benefits
- Flexible paid time off policy
- 10 company-wide paid holidays
- Parental leave, 6 weeks for all full-time employees and up to 14 weeks for birthing parents
- Medical, dental, and vision benefits coverage for employees and their families
- 401K eligibility after one month of employment
- Free estate planning documents
- Budget for learning & development
- Budget for home office setup
- Paid parking or transit for hybrid and in office employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
