Vercel · 3 hours ago
Director, Customer Success, West
Remote - United States
Full-time
Remote
Director/Executive
$220K/yr - $330K/yr
5+ years exp
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Responsibilities
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.
Qualification
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Required
5+ Experience working in Customer Success at a SaaS company.
5+ Experience devising and implementing SaaS customer activations strategies.
5+ Experience setting and managing KPI's 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.
Preferred
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.
Company
Vercel
Vercel is a software company that provides cloud infrastructure services to save and secure personalized web.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$563MKey Investors
AccelBedrockGoogle Ventures
2024-05-16Series E· $250M
2021-11-23Series D· $150M
2021-06-23Series C· $102M
Leadership Team
Guillermo Rauch
CEO & Founder
Malte Ubl
CTO
Recent News
2024-11-19
2024-11-06
2024-06-04
Company data provided by crunchbase
