Customer Success Manager

VibeIQ is on a mission to become the market-leading solution for companies that create physical products. They are seeking a Customer Success Manager to manage relationships with enterprise retail clients, focusing on onboarding, adoption, retention, and growth.

Responsibilities:

• Own a portfolio of enterprise retail customers, serving as their trusted advisor
• Build and maintain strong executive and operational relationships
• Conduct regular check-ins, QBRs, and strategic planning sessions
• Project manage configuration updates for customers post go-live
• Deliver tailored training tips and tricks based on custom setups
• Track time and milestones for invoicing and internal reporting
• Serve as the point of contact for escalations and issue resolution
• Collaborate with Product and Engineering to communicate customer needs and close feedback loops
• Maintain up-to-date documentation on customer environments
• Own the renewal process and flag expansion opportunities to Sales
• Monitor and improve customer health scores

Requirements:

• 3–5+ years in Customer Success, Account Management, or Implementation roles (SaaS preferred)
• Background in retail, wholesale, or fashion/apparel technology
• Experience managing high-ACV customers ($50K+ ARR)
• Strong project management skills (timelines, stakeholders, risks)
• Excellent communication, collaboration, and customer empathy
• Highly organized; able to track time and manage multiple concurrent accounts
• Experience at a fast-paced startup or high-growth SaaS company
• Exposure to product configuration or technical onboarding
• Comfortable using tools like Hubspot, Jira, or Zendesk
• Prior experience with time-tracked billing or scoped services