Vanilla · 1 month ago
Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
$90K/yr - $120K/yr
2+ years expVanilla is a startup aiming to modernize estate planning through an AI-powered platform. As a Pooled Customer Success Manager, you will manage customer outcomes across multiple accounts, focusing on onboarding, adoption, retention, and operational excellence.
Artificial Intelligence (AI)Financial ServicesFinTechInformation TechnologySoftwareWealth Management
No H1B
Responsibilities
Manage a shared portfolio of customers, focusing on engagement, adoption, and retention through standardized playbooks
Execute automated and trigger-based success plays — including onboarding workflows, adoption nudges, and renewal reminders
Monitor account health scores and usage data to identify at-risk customers and drive proactive outreach
Support the renewal motion by managing assigned renewal pods or time-based cohorts, ensuring timely communication and coordination with Sales
Collaborate cross-functionally with Support, Product, and Marketing to improve the customer experience and surface product insights
Contribute to the development and improvement of CS processes, templates, and automation tools for scalable success delivery
Document customer interactions and health indicators in CRM systems to maintain full visibility and accountability within the team
Track and report portfolio metrics (health, retention, engagement) to drive continuous improvement
Act as the voice of the customer, advocating for needs and sharing patterns with leadership to inform strategy
Qualification
Required
2+ years of experience in Customer Success, Account Management, or related B2B SaaS roles
Proven track record of driving customer retention, renewals, and account growth through consultative engagement
Demonstrated ability to manage a high volume of customer accounts with strong attention to detail and prioritization
Solid understanding of customer retention principles and how to influence renewal outcomes at scale
Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets
Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent)
Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively
Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives
Process improvement mindset with experience optimizing tools and workflows for scalability
Excellent communication and relationship-building skills with high emotional intelligence and empathy
Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment
Preferred
Experience in financial services or wealth management, with a strong understanding of industry-specific client needs
Familiarity with regulatory and compliance considerations relevant to financial services clients
Background in managing high-value or complex client relationships in a regulated industry
Benefits
Flexible paid time off policy and 10 company-wide paid holidays
Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
Medical, dental, and vision benefits coverage for employees and their families
401K eligibility after one month of employment
Free estate planning documents
Budget for learning & development and home office setup
Paid parking or transit for hybrid and in office employees
Company
Vanilla
Vanilla is an estate planning software platform designed for financial advisors, estate planners, and family offices.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$81.4MKey Investors
Insight PartnersVenrock
2024-08-15Series B· $35M
2022-04-28Series B· $30M
2021-08-30Series A· $11.6M
Leadership Team
Amjad Hussain
Advisor
Recent News
2025-11-28
2025-11-18
Company data provided by crunchbase