Sr. Manager Customer Success Operations

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:

The Senior Manager, Customer Success Operations is a crucial support role for our customer success leadership and team. Responsibilities include developing and maintaining systems, processes, and analysis to gauge customer health, enhance team efficiency, and identify strategies for long-term Net Dollar Retention (NDR) growth. If you excel in optimizing operations and leveraging data for strategic insights, this role is an exciting opportunity to drive customer success and contribute to sustained business growth.

What You Will Do:

• Advise and partner with Customer Success leaders, leveraging insights and analytics to refine and advance our go-to-market strategy.

• Oversee and analyze key operational metrics within the Customer Success team to drive continuous improvement and decision-making.

• Drive accurate forecasting of renewals and expansions, implement strategies and processes to better predict performance.

• Lead the the selection and refinement of tools, systems, and processes that empower the Customer Success team to deliver impactful customer outcomes effectively.

• Design and deploy systems and programs to support the timely delivery and billing of Professional Services

• Create and deploy initiatives to improve the effectiveness and efficiency of the Customer Support organization

• Develop and deliver strategic programs to improve our high CSAT and NPS scores, in line with our commitment to  best-in-class customer service.

About You:

• 5+ years of experience leading Customer Success, Operations, or GTM Operations teams at Saas companies

• Demonstrated experience leading customer success field teams (Customer Success Managers, Account Management, Professional Services, Solution Architects) 

• Proven track record of designing, implementing and optimizing automated customer success workflows

• Experience using data and metrics to drive improvements

• Strong verbal and written skills with a passion for documentation

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.

The San Francisco, CA pay range for this role is $167,000.00 - $200,000.00. This salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location. The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description. #LI-DNI