Customer Success Manager, East

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 aligned with 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 …