Customer Success Manager II

Vendasta is hiring a Customer Success Manager II to help business owners realize value from its software and stay as customers. The role manages and grows customer accounts through onboarding, training, health monitoring, escalations, and customer feedback, while developing playbooks and automations to serve accounts effectively.

Responsibilities:

• Own a large book of accounts, and how well they stay and grow
• Onboard and train new accounts, one to one and in groups
• Check account health weekly and act on risks before renewal
• Handle escalations for at-risk accounts through to a fix
• Spot where more of the platform would help a customer
• Build playbooks and automations that let you serve many accounts well
• Use AI to summarize calls, draft updates and plan your week
• Bring customer feedback to Product and Marketing

Requirements:

• Two or more years in a customer-facing role, ideally Customer Success in SaaS
• Clear, confident communication with customers every day
• Experience running onboarding, account reviews and escalations
• A process you started yourself that made customers happier or work faster
• You stay organized across many accounts at once
• You already use AI daily to draft, summarize or plan
• A degree in Business, Communications or a related field is an asset
• experience with a CRM or customer success platform