Director Customer Success Management

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: Reporting to the Vice President of Customer Success, the Director of Customer Success Manager inherits an existing set of well documented processes, policies, and expectations, although there is considerable scope and expectation to re-evaluate these, and help take the CSM team to new heights by doing so.

The objective of the CSM team is the retention of all Enterprise customers by ensuring they meet their success criteria and realise ever-growing value from the Vercel platform. As a manager of a CSM team, your role is to support and grow your team in making this a reality at all time, always finding ways to improve team efficiencies and scalability. Experience of using a CS CRM is beneficial and an understanding of SaaS Enterprise lifecycles essential, as is experience implementing well defined customer playbooks and activation strategies.

The desire to deliver exceptional customer experiences at scale is what will motivate you and help you and your team achieve success through a variety of means that you will have direct influence over. This is a remote position which preferences candidate location to be aligned with Eastern US time zone. What You Will Do: • Managing a team of CSMs and helping them to deliver exceptional customer experiences. • Setting, measuring, and analyzing metrics to clearly indicate what success looks like. • Hiring and growing your CSM team to keep pace with customer demands. • Using a CS CRM to scale the CSM function and engage the entire company in CSM activity. • Identifying further data requirements for the CRM and working with CS Operations to enable. • Evaluating existing processes and workflows, improving and adding wherever required. • Coaching your CSM team through various methods to help them deliver a better service. • Acting as an escalation point for any customers dissatisfied with the platform service. • Working closely with the CSE managers to consistently improve customer issue resolution. • Forecast key CSM metrics through a variety of data analysis tools, actioning where required. • Reporting the above metrics to the CS leadership team on a weekly basis.

About You: • 5 Experience working in Customer Success at a SaaS company. • 5 Experience devising and implementing SaaS customer activations strategies • 5 Experience setting and managing KPIs and growth plans for team members. • Experience driving efficiencies and undergoing significant scaling. • Experience specifying, staffing, and managing projects both internally and externally. • Desire to work cross-functionally, engaging closely with Product and Engineering. • Desire to mentor direct reports and help them succeed in their growth. • Taking ownership of important decisions in the absence of leadership. • Experience working in an asynchronous communication environment. • Ability to calmly handle pressurized situations at all times. • Technical knowledge within modern application development and deployment. Bonus If You: • Are experienced in frontend development using React and Next.js. • Have worked with a CDN on a regular basis. • Understand well, and can communicate clearly about DNS. • Have created a custom CI/CD pipeline or CLI tool. • Have experience working with Enterprise applications at global scale. • Enjoy improving hiring processes for all involved, especially candidates. Benefits : • Great compensation package and stock options. • Inclusive Healthcare Package. • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills. • Flexible Time Off

• Flexible vacation policy with a recommended 4-weeks per year, and paid holidays. • Remote Friendly

• Work with teammates from different time zones across the globe. • We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed