Senior Customer Success Manager, EMEA

Vercel; United Kingdom; Remote; GBP 80,000 - 100,000; Full time

Job description

Remote - United Kingdom, Germany, Netherlands

About Vercel:

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

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.

This is a remote position which preferences candidate location to be in NYC or Eastern US time zone.

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:

• 5+ 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.
• Fluency in German, French or Spanish languages.

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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