Customer Success Manager - Commercial

Vector Solutions•Tampa, FL

4d•$50,000 - $65,000

About The Position

Vector Solutions is seeking a Customer Success Manager to cultivate and maintain strong customer relationships and ensure client needs are met, resulting in satisfaction with the company’s web-based programs. The role manages a sizable book of business, with a focus on implementation, customer engagement, and proactive communication, while also contributing to shared team responsibilities. The successful candidate communicates exceptionally, solves problems creatively, works independently and collaboratively, and develops a thorough understanding of Vector Solutions’ products, customers, and internal processes.

Requirements

Ability to perform in a self-managed environment.
Excellent interpersonal skills to develop strong business relationships with clients.
Proficiency in Microsoft Office, including Excel, Word, and PowerPoint; experience with Salesforce CRM; and ability to learn additional software.
Confidence presenting ideas to clients and high-level executives.
Strong customer service skills, attention to detail, and ability to resolve customer issues quickly.
Excellent verbal, written, and presentation skills.
Strong work ethic and ability to work independently with minimal supervision.
Excellent organizational skills.
Ability to adapt to new conditions, assignments, and deadlines.
Excellent time management, goal-setting, and prioritization skills.
Ability to thrive in a fast-paced, team environment.
Ability to travel up to 10%.
3–5 years of experience in a customer-facing, service-oriented position focused on relationship management.
Proven expertise in customer renewal strategies, with a strong track record of driving retention and fostering long-term relationships.

Nice To Haves

Bachelor’s degree in a related field preferred.

Responsibilities

Drive customer retention and expansion within an assigned book of business by advising customers and supporting platform adoption.
Serve as the primary contact for administrators in the assigned book of business.
Conduct regular business reviews to help customers achieve their goals.
Proactively communicate platform updates, best practices, and progress on open issues.
Identify and escalate major product issues, client concerns, and retention risks.
Host best-practices webinars and office hours on a rotating schedule.
Participate in User Acceptance Testing when requested by senior leadership.
Work with the platform team to maintain a helpful, up-to-date knowledge center by identifying needs and creating or updating articles.
Contribute to team projects as directed by leadership.
Serve as an escalation point for customer support issues.
Develop a thorough understanding of the product and independently demonstrate it to customers.
Identify, document, and resolve issues, including helping junior team members with problem solving.
Assist senior team members.
Perform other duties as assigned.