Note: The job is a remote job and is open to candidates in USA. Vertex Inc. is seeking a Senior Manager, Customer Success to lead a regional Customer Success organization. The role focuses on customer adoption, value realization, retention, expansion readiness, executive engagement, account strategy, and the use of AI-enabled tools and analytics to improve customer outcomes and operational efficiency.
Responsibilities
- Lead a regional Customer Success organization responsible for customer retention, adoption, business outcomes, and customer satisfaction
- Partner with Regional Sales Directors and Account Executives to develop and execute account strategies
- Ensure consistent execution of customer lifecycle motions including onboarding, adoption, value realization, business reviews, renewal readiness, executive engagement, and risk management
- Own regional retention and renewal performance
- Lead proactive identification and mitigation of customer risks
- Support expansion and cross-sell motions aligned to customer business objectives
- Drive adoption and effective use of AI-enabled Customer Success tools and platforms
- Leverage predictive health models, telemetry, usage analytics, and AI-generated insights
- Guide teams in utilizing AI copilots, automation, and digital success capabilities
- Measure and improve AI impact on retention, productivity, and customer experience
- Build relationships with customer executives and strategic stakeholders
- Sponsor Customer Business Reviews and Executive Business Reviews
- Support Executive Sponsor Program activities
- Monitor customer health, retention trends, and portfolio performance
- Drive forecasting, reporting, and continuous improvement initiatives
- Lead a regional team of Customer Success Managers, Customer Success Account Managers, and related customer-facing professionals
- Manage employee development, succession planning, territory alignment, operational performance, and employee engagement
- Recruit, develop, and retain high-performing Customer Success talent
- Coach managers and individual contributors on executive engagement, adoption, and risk management
Skills
- Deep understanding of Customer Success methodologies and subscription business models
- Strong business acumen with experience managing retention and customer outcomes
- Experience partnering with Sales, Services, Support, Product, and Executive Leadership
- Strong executive presence and communication skills
- Experience leveraging AI, analytics, customer intelligence platforms, and automation technologies
- Proven ability to lead geographically dispersed teams
- Bachelor's degree in Business, Technology, Accounting, Taxation, or related discipline
- Master's degree preferred
- 10+ years of Customer Success, Strategic Account Management, Professional Services, or Consulting experience
- 5+ years leading managers and customer-facing teams
- Experience leading AI-enabled transformation initiatives preferred
Benefits
- Vertex Bonus Plan (VOB)
- A role-specific sales commission/bonus
- Equity grants
Company Overview