Customer Success Manager, EMEA at Vercel

Vercel is seeking a Customer Success Manager to join their Customer Success team. The Customer Success Manager will manage a portfolio of customer accounts, driving business value by bringing Vercel's ideas and capabilities to them. It will manage post-sales activities, including customer onboarding, setting success criteria, resolving issues, identifying expansion opportunities, and managing renewals.

The role requires a background working with developers, strong emphasis on frontend development, cloud infrastructure and networking, and modern application deployment methods. Coordinate well with customers across multiple time zones and build long-standing relationships to improve their Vercel experience and ROI.

What This Role Involves:

• Managing a portfolio of Enterprise customers.
• Being a trusted product advisor by aligning Vercel solutions with the customer's business strategy.
• Driving incremental value through training and adoption of Vercel's best practices.
• Delivering Positive Business Outcomes by guiding the customer through their journey while driving adoption across the Vercel Maturity Model.
• Enabling customers on how best to use Vercel's solutions to Develop, Preview, and Ship their web properties.
• Maintaining high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Facilitating Executive Business Reviews with economic decision makers and Vercel executive sponsors.
• Building and maintaining account plans, including organization mapping and opportunity whitespace.
• Acting as the Voice of the Customer to align Vercel's resources and efforts to improve the customer experience.
• Partnering with the Sales team to help identify and raise expansion opportunities.

Requirements:

• 2+ years of professional experience in B2B / SaaS
• Experience with Front-end web development libraries and frameworks like React, Node, Next.js, Express etc.
• 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.

What Vercel Offers:

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Flexible Time Off.
• WFH budget for you to outfit your space as needed.