Customer Success Manager

Job Summary

Leading the Customer Success function in a full-time remote capacity, the Manager, VSL Customer Success will develop strategies for implementation, adoption, retention, and expansion while managing a team and engaging with complex customer situations.

Key responsibilities:

• Translate Customer Success strategy into clear priorities and processes while establishing accountability across teams
• Develop and manage customer health practices to identify risks and opportunities for adoption, retention, and renewal
• Lead, coach, and hold team members accountable for performance and customer outcomes, fostering a culture of continuous improvement

Required qualifications:

• 7+ years of experience in Customer Success, account management, or related customer-facing roles
• 5+ years of experience in team leadership with accountability for performance and customer outcomes
• Demonstrated experience in building and operationalizing Customer Success processes and KPIs
• Experience using CRM systems and data analytics to manage customer health and performance
• Strong commercial acumen with the ability to balance customer needs and business objectives