Customer Success Manager

Vanilla
Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah, Washington
Workplace: RemoteFull timeUSD 110,000 - 130,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Relationship-building","Emotional intelligence","Empathy","Problem-solving"]

Own the customer journey for an AI-powered estate advisory platform—leading onboarding, driving product adoption, and creating success plans that tie customer goals to measurable outcomes. Manage renewals, identify expansion opportunities, and proactively mitigate churn while serving as the voice of the customer. Partner cross-functionally with Product, Sales, and Support to improve experiences and refine tools that track customer health and satisfaction.

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Vanilla
Vanilla
6 hours ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own the customer journey for an AI-powered estate advisory platform—leading onboarding, driving product adoption, and creating success plans that tie customer goals to measurable outcomes. Manage renewals, identify expansion opportunities, and proactively mitigate churn while serving as the voice of the customer. Partner cross-functionally with Product, Sales, and Support to improve experiences and refine tools that track customer health and satisfaction.
Location: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah, Washington
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla.
  • •Create and manage Customer Success Plans and Strategic Customer Account Plans with goals, key metrics, and growth opportunities.
  • •Own the renewal process, identifying expansion opportunities and mitigating potential churn.
  • •Serve as the voice of the customer by gathering insights and collaborating with Product, Sales, and Support to improve experiences.
  • •Implement and refine tools and processes to enhance engagement, track customer health scores, and improve satisfaction.

Pay and Benefits

Salary: USD 110,000 - 130,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental LeaveHome OfficeLearning Budget

Key Requirements

  • •5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
  • •Proven track record driving customer retention, renewals, and account growth through consultative engagement.
  • •Experience developing success plans and customer-facing resources aligned to business objectives.
  • •Strong understanding of the customer lifecycle with ability to meet or exceed revenue targets.
  • •Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight) and strong analytical/problem-solving skills.
Experience:B2B SaaSCustomer successFinancial servicesWealth management
Skills:CommunicationRelationship-buildingEmotional intelligenceEmpathyProblem-solving
Tech Stack:SalesforceTotangoGainsight

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Vanilla
Just Vanilla offers vanilla products and related ingredients, specializing in vanilla beans, extracts, and flavorings for culinary use by home cooks and professional bakers, emphasizing quality and natural sourcing.
Industry: Food Production
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