Customer Success Manager

Vanilla is a fast-growing financial and legal technology company that is revolutionizing the way that people approach estate planning. As category leaders, we empower advisors to unlock decades of industry-leading expertise to create an extensive and valuable plan for their clients.

From our new headquarters in Salt Lake City, we are committed to creating an exceptional product and culture. We believe work is just one part of a happy, healthy life. We don’t speak in startup tropes or have craft beer on tap. We’re a small team of people that are very good at what we do and are happy to be doing it.

We're currently looking for an Enterprise Customer Success Manager who is passionate about what Vanilla is delivering to customers. You'll be working with a group of diverse designers, developers, operations managers, and attorneys, all of whom share a passion for building beautifully designed products and making complex processes user friendly. This position will be remote, preferably in the Seattle region. In the future, we anticipate having a collaboration office space in the Seattle region and would prefer to hire someone willing to join the team in an occasional, hybrid environment onsite.

As an Enterprise Customer Success Manager (CSM), you will be serving as the main point of contact for one or more of Vanilla’s enterprise or strategic customers. Your key objective will be to serve as a trusted advisor, helping them overcome adoption challenges and driving incremental value through expansions. You will own the overall relationship with the customer which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

• Operate as a trusted advisor focused on ensuring the customer gets access to the best knowledge of our solutions, technical detail, and delivery know how, that will ensure their success
• Own one or more assigned accounts where you will lead the development of a relevant and actionable customer success plan, and partner internally to ensure successful delivery of related services and support functions
• Own the account strategy for engagement, adoption, and success planning
• Demonstrate ability to understand the customers’ needs, develop and establish new business relationships and provide thought leadership to influence and build trust at different customer levels including senior/executive management, IT decision makers all leading to increased customer satisfaction & further expansion opportunities
• Inspire confidence and drive utilization of Vanilla software and services through education and strategy sessions to ensure the customer is successful in their adoption of Vanilla technology
• Accelerate new user adoption through functional and conceptual instruction and provide continuous education on new features
• Continuous engagement with the customer, ensuring any business churn risks are identified as early as possible and devise action plans to prevent and/or overcome
• Be the voice of the customer internally and build a strong working relationship with the Product team to provide feedback that enables continuous development and improvement of how we do business
• Conduct regular meetings with the customer and other stakeholders to review the product's impact on the business, status of support tickets, project timelines, operations, contractual commitments, escalations, and other inquiries
• Monitor and report on key metrics such as performance metrics, product usage, support history, business outcome, and keep customer up to date on the over value of the product
• Work in partnership with Account Management to secure renewals and identify new revenue opportunities to achieve annual renewal and growth targets
• Report regularly to internal stakeholders on various customer metrics.
• Escalate customer issues in a timely manner and take a proactive, results oriented approach to solving customer needs.
• Collaborate with the Director of Customer Success and other CSMs to identify areas where operational efficiency can be improved, improving the team’s ability to function effectively at scale

• 5+ years experience in customer success, account management, consulting, solutions engineering or related fields. Ideally, experience is with a SAAS product in the financial services space.
• Experience in promoting SAAS solutions for large enterprises in either a pre-sales or customer success role
• Ability to understand customer’s needs and provide thought leadership to influence and build trust at different levels
• Innovative and skilled at seizing opportunities and transforming strategy into results
• Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills
• Ability to multi-task and manage competing priorities across multiple customers
• Demonstrate excellent organizational and people skills
• Self-starter able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
• A clear, confident, and persuasive communicator who can craft, summarize, and deliver messaging for various groups of users, influencers, and stakeholders
• Possess a strong executive presence and ability to positively present themselves and the Vanilla value proposition to customers, prospects, and internal leadership
• Experience with Salesforce and business analytics platforms a plus

Please include your resume AND a brief cover letter of your most recent accomplishments.

The compensation range for this role is a 80/20 split between base salary and variable compensation, for a total OTE (On-Target-Earnings) of $100,000-130,000. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This position is eligible for variable pay via a compensation plan. These plans pay according to achievement level against targets and/or business objectives

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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