About the Role
Title: Director, Digital Customer Success
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:
Reporting to the Vice President of Customer Success, the Director of Digital Customer Success will be responsible for deploying, scaling and managing Vercel’s global Digital Customer Success program and related staff. The primary objective for this role is to provide Vercel Enterprise customers with an outstanding introduction to the Vercel platform via an effective onboarding motion, and subsequently ensure customers have sufficient scaled CSM engagement to lead to healthy Vercel adoption, customer value and retention with Vercel.
What You Will Do:
- Hire, build and lead a global team of Onboarding Managers and Customer Success Specialists and guide them to deliver exceptional customer experiences.
- Partner with Data and Operations teams to create the core operational motion for customer onboarding and customer management through the customer journey.
- Collaborate with leadership on customer segmentation strategy to ensure that customers are effectively engaged with the appropriate resources.
- Work with Sales and Product teams both tactically on customer-specific challenges and strategic on shared roles & responsibility as well as VOC.
- Effectively manage a global team of managers and individual contributors, promoting outstanding professional engagement, growth and high levels of execution. Work effectively with personnel located in the Americas as well as EMEA and APJ.
- Identify team KPIs and performance metrics and consistently reporting on metrics and performance levels to the wider business.
About You:
- 5+ Years Experience working in Customer Success at a product-oriented SaaS company servicing highly technical professionals.
- 5+ Years Experience devising and implementing Digital/Scaled customer success programs.
- 5+ Experience setting and managing KPI’s and growth plans for team members.
- 3+ experience working closely with SFDC, Gainsight or other similar to guide CS workflow.
- Experience driving efficiencies and undergoing significant scaling.
- Experience specifying, staffing, and managing projects both internally and externally.
- Demonstrated expertise working cross-functionally, engaging closely with Product and Engineering, Sales and other customer-facing organizations.
- Proven ability to mentor team members and help them succeed in their growth.
- Experience working in an asynchronous communication environment.
- Ability to consistently handle pressurized situations with composure and effectiveness.
- Technical knowledge within modern application development and deployment.
Bonus If You:
- Are experienced in frontend development using React and Next.js.
- Have worked with a CDN on a regular basis.
- Understand well, and can communicate clearly about DNS.
- Have created a custom CI/CD pipeline or CLI tool.
- Have experience working with Enterprise applications at global scale.
- Enjoy improving hiring processes for all involved, especially candidates.