Customer Success Manager
About The Position
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 and 10 company-wide paid holidays
- Parental leave, 4 weeks for all full-time employees and up to 12 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 and 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
Number of Employees
11-50 employees
