At a Glance
- Tasks: Manage Enterprise customer accounts and drive their success with Vercel's solutions.
- Company: Vercel empowers developers to build a faster, personalised web with cutting-edge tools and infrastructure.
- Benefits: Enjoy flexible time off, competitive pay, equity options, and a WFH budget for your workspace.
- Why this job: Join a dynamic team focused on innovation and customer satisfaction in a remote-friendly environment.
- Qualifications: 3+ years in B2B/SaaS, experience with developer tools, and strong relationship management skills required.
- Other info: Fully remote role available; connect with our recruiting team for location-specific details.
The predicted salary is between 104000 - 145600 ยฃ per year.
Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web.
Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you\’re building on our platform, supporting our customers, or shaping our story: You can just ship things.
About the Role:
To further our commitment to providing an exceptional experience to our Enterprise customers, Vercel is looking to add another Customer Success Manager (CSM) to our fast-growing Customer Success team. The Customer Success Manager will own a portfolio of customer accounts and drive greater business value for them by bringing Vercel\’s best ideas, innovations, and capabilities to those customers.
The CSM role is pivotal in managing everything post-sales in the Enterprise customer lifecycle, including detailed customer onboarding, the setting and measuring of success criteria, issue resolution and escalation, identifying and generating expansion opportunities, and management of the customer renewal.
The role requires a background working with developers, with a strong emphasis on frontend development, cloud infrastructure and networking, and modern application deployment methods. The ability to coordinate well and work with many customers across multiple time zones is crucial, as is building long-standing relationships with product champions, users, and executives for your assigned accounts, working closely with them at all times to continually improve their teams\’ Vercel experience and ROI.
If youโre based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you\’re located beyond that distance, the role is fully remote. For location-specific details, please connect with our recruiting team.
What You Will Do:
Manage a portfolio of Enterprise customers.
Be a trusted product advisor by aligning Vercel solutions with the customer\’s business strategy.
Drive incremental value by leading the customer through training and adoption of Vercel\’s best practices.
Continuously deliver Positive Business Outcomes by guiding the customer through their journey while driving adoption across the Vercel Maturity Model.
Enable customers on how best to use Vercel\’s solutions to Develop, Preview, and Ship their web properties.
Leverage account tiering to prioritize your account portfolio while ensuring retention and growth for you book of business.
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
Facilitate Executive Business Reviews with economic decision makers and Vercel executive sponsors.
Build and maintain account plans, including organization mapping and opportunity whitespace.
Act as the Voice of the Customer to align our resources and efforts to improve the customer experience.
Partner with the Sales team to help identify and raise expansion opportunities.
About You:
3+ years of professional experience in B2B / SaaS
Experience owning end-to-end post-sales experience and success for Developer Tools, Infrastructure, and/or Open Source products.
Experience managing Enterprise accounts and maintaining relationships with developers to C-suite level.
Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work.
Knowledge of CI/CD, deployment pipeline, and the SDLC process.
Comfortable managing accounts with varying requirements.
Demonstrable self-starter, curious, and solution focused.
Strong initiative, positive attitude, and both the ability and willingness to learn technical concepts.
Bonus If You:
Have devised and put in motion growth and activation strategies.
Experience and proficiency with Front-end web development libraries and frameworks like React, Node, Next.js, Express etc.
Can demonstrate an understanding of a CDN and/or Proxy.
Understand well, and can communicate clearly about DNS.
Have experience working with Enterprise applications at global scale.
Have previously worked at a high growth SaaS company.
Competitive compensation package, including equity.
Learn and Grow – we provide mentorship and send you to events that help you build your network and skills.
Flexible Time Off.
We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.
The San Francisco, CA OTE pay range for this role is $130,000- $179,000. Actual salary will be based on job-related skills, experience, and location. Compensation outside of San Francisco may be adjusted based on employee location, and the total package includes benefits and equity-based compensation. Your recruiter can share more details during the hiring process.
Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don\’t necessarily check every box on the job description.
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Tell us why youโd be a good fit for the Customer Success Manager, East role.
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At Vercel, we value belonging and believe in fostering an environment where a diversity of perspectives can thrive. As part of this commitment, we invite you to voluntarily provide demographic information. Your responses will be used (in aggregate only) to help us better understand the diversity of our applicants and identify areas of improvement in our recruitment and hiring process. Your responses, or decision not to respond, will be kept confidential and will only be used in aggregate form for diversity and inclusion efforts. This information will not be associated with your specific application and will not be disclosed to the hiring team or used in the hiring decision in any way.
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Customer Success Manager, East Remote - United States employer: vercel.com
Contact Detail:
vercel.com Recruiting Team
StudySmarter Expert Advice ๐คซ
We think this is how you could land Customer Success Manager, East Remote - United States
โจTip Number 1
Familiarise yourself with Vercel's products and services, especially Next.js and their AI SDK. Understanding how these tools benefit developers will help you engage more effectively with potential customers during interviews.
โจTip Number 2
Network with current or former employees of Vercel on platforms like LinkedIn. They can provide insights into the company culture and expectations for the Customer Success Manager role, which can be invaluable during your application process.
โจTip Number 3
Prepare to discuss your experience with B2B/SaaS customer success strategies. Be ready to share specific examples of how you've driven customer engagement and satisfaction in previous roles, as this will demonstrate your fit for the position.
โจTip Number 4
Showcase your understanding of frontend development and cloud infrastructure. Brush up on relevant technical concepts, as being able to communicate effectively with developers and C-suite executives is crucial for this role.
We think you need these skills to ace Customer Success Manager, East Remote - United States
Some tips for your application ๐ซก
Tailor Your CV: Make sure your CV highlights relevant experience in B2B/SaaS, particularly in customer success and managing Enterprise accounts. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about customer success and how your background aligns with Vercel's mission. Mention specific experiences that showcase your ability to drive value for customers.
Showcase Technical Knowledge: Since the role requires familiarity with frontend development and cloud infrastructure, include any relevant technical skills or projects in your application. This could be knowledge of CI/CD processes or experience with frameworks like React or Next.js.
Highlight Relationship Management Skills: Emphasise your ability to build long-term relationships with clients, especially at various levels within an organisation. Provide examples of how you've successfully managed customer accounts and driven satisfaction in previous roles.
How to prepare for a job interview at vercel.com
โจUnderstand Vercel's Products
Before the interview, make sure you have a solid understanding of Vercel's offerings, especially Next.js and their AI SDK. Familiarise yourself with how these tools can benefit developers and businesses, as this knowledge will help you align your answers with the company's mission.
โจShowcase Your Customer Success Experience
Be prepared to discuss your previous experience in managing customer accounts, particularly in a B2B or SaaS environment. Highlight specific examples where you've driven customer success, resolved issues, and identified expansion opportunities to demonstrate your capability in this role.
โจDemonstrate Technical Knowledge
Since the role requires a background in frontend development and cloud infrastructure, brush up on relevant technical concepts such as CI/CD, deployment pipelines, and modern application deployment methods. Being able to speak confidently about these topics will set you apart from other candidates.
โจPrepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer relationships. Think of situations where you've had to navigate challenges with clients, and be ready to explain how you approached those situations and what the outcomes were.