Manager Customer Success

Vialto Partners•New York, NY

About The Position

Vialto is seeking a Manager Customer Success to support the rollout and ongoing adoption of VIASignal across client teams. The role manages new-client onboarding, coordinates setup and go-live readiness, and drives adoption through communications, engagement plans, user guidance, training, and support for a global superuser community. The position tracks activation, adoption, and engagement data; produces reporting and insights for project leadership and senior stakeholders; and uses feedback and usage trends to identify risks and improvement opportunities. It also provides day-to-day project management support to the Client Success and VIASignal programme, coordinating across Product, Technology, Client Experience, and regional teams, and supporting the future operating model and scaling of the Client Success function. Success in the role includes smooth client onboarding, increased user activation and adoption, a sustained and engaged superuser community, and improved visibility of adoption, feedback, and client health trends.

Requirements

Experience in business stakeholder management, change management, project management, or customer adoption roles.
Strong stakeholder management and communication skills.
Experience coordinating technology or business transformation initiatives.
Ability to analyse data, identify trends, and produce actionable insights.
Strong organisational and programme coordination capabilities.
Experience developing training materials and facilitating workshops.

Nice To Haves

Experience with SaaS, data, AI, or digital product rollouts.
Knowledge of client experience, customer success, or service delivery environments.
Experience working in global, matrixed organisations.
Familiarity with Power BI, Excel, Microsoft 365, and adoption analytics.

Responsibilities

Manage the end-to-end onboarding process for new VIASignal clients.
Coordinate client setup requirements, access provisioning, user administration, and activation.
Partner with client teams, GRPs, and regional stakeholders to ensure readiness for go-live.
Track onboarding progress and proactively manage risks, dependencies, and blockers.
Drive adoption of VIASignal across participating client teams.
Develop and execute communications and engagement plans.
Monitor user adoption metrics and identify opportunities to improve utilisation.
Establish and manage adoption reporting and success measures.
Gather user feedback and coordinate enhancement requests with the project team.
Coordinate and support the global superuser community.
Deliver demos to stakeholders across the business.
Create user guidance, playbooks, demo videos, and evolving training materials.
Share best practices and promote consistent use of VIASignal across regions.
Track adoption, activation, and engagement metrics.
Produce regular reporting and insights for project leadership and senior stakeholders.
Analyse user feedback and usage data to identify trends, risks, and improvement opportunities.
Support programme governance and steering committee reporting.
Manage the VIASignal mailbox, ensuring timely responses and triaging requests to relevant stakeholders.
Provide day-to-day project management support to the Client Success and VIASignal programme.
Maintain rollout plans, action trackers, RAID logs, and stakeholder updates.
Coordinate activities across Product, Technology, Client Experience, and regional teams.
Support future operating model design and scaling of the Client Success function.