Note: The job is a remote job and is open to candidates in USA. Vanilla is a startup with ambitions to modernize estate planning through an AI-powered advisory platform. The Customer Success Manager will be the primary contact for customers, focusing on onboarding, product adoption, and growth opportunities.
Responsibilities
- Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions
- Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth
- Own the renewal process, identifying expansion opportunities and mitigating potential churn
- Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences
- Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction
- Work closely with Sales, Product, and Leadership to align customer needs with company strategies
- Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships
Skills
- 5+ 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
- Experience developing success plans and customer-facing resources that align with business objectives
- 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
- 3+ years of 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, 6 weeks for all full-time employees and up to 14 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 Overview