About the Role
Title: Customer Success Specialist, Digital
Location: Remote – United States
Job Description:
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:
Vercel is looking to add a Digital Customer Success Specialist (CSS) to our fast-growing Customer Success team with the overall objective to advance our commitment to providing an exceptional experience to our Enterprise customers. The Digital Customer Success Specialist plays a pivotal role in managing a high volume of customer interactions to ensure customer satisfaction, wider adoption and retention. This role requires a blend of technical knowledge, customer engagement skills, and the ability to work efficiently across multiple time zones.
What You Will Do:
- Manage all post-sales activity for Vercel’s scaled customers through touch points that require product knowledge, planning, project management and the ability to quickly build customer rapport
- Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
- Interact with customers through office hours, webinars, and other channels
- Proactively identify and flag churn risk and work proactively with other account team members to mitigate customer risk
- Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements
- Analyze customer data to suggest engagement strategies within your customer portfolio
- Execute proactive customer campaigns to engage customers on discrete topics such as awareness of new product capabilities
About You:
- Experience with and basic proficiency of Front-end web development libraries and frameworks like React, Node, Next.js
- At least one year of customer-facing experience in high-growth SaaS industry preferred
- Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
- Can navigate through ambiguity as we continue to build and refine the digital customer success segment and contribute to the team’s ongoing development activities
- Outstanding initiative and positive attitude
- Strong communication and writing skills
- Strong collaboration mindset and capabilities
- Comfortable with asynchronous work
Bonus If You:
- Have devised and put in motion growth and activation strategies
- Are transitioning your career from software development to customer success or are a bootcamp or computer science or web development graduate looking for a developer adjacent role