Position Overview

We're on a mission to empower our customers, and we need a skilled Digital Customer Success Specialist to join our fast-growing Customer Success team at Vercel. In this remote role, you will manage high-volume post-sales activities, ensuring high levels of customer satisfaction, product adoption, and retention for our enterprise customers. You will work closely with Account Executives and Technical Consultants while navigating multiple time zones to deliver exceptional service.

Compensation: The base salary range for this role is $80,000.00 - $110,000.00 OTE. Actual salary will depend on your skills, experience, and location, and includes benefits and equity-based compensation.

Key Responsibilities

• Manage all post-sales activity for Vercel’s scaled customers through multiple touch points, utilizing strong product knowledge, planning, and project management skills.
• Develop a deep understanding of the product to make recommendations that help customers accelerate their business objectives.
• Engage with customers via office hours, webinars, and other channels to ensure continuous support and guidance.
• Proactively identify potential churn risks and collaborate with account team members to mitigate these risks.
• Partner with Account Executives, Customer Success Engineers, and Technical Consultants to ensure effective customer engagement.
• Analyze customer data to recommend tailored engagement strategies within your portfolio.
• Execute proactive customer campaigns on specific topics such as awareness of new product capabilities.

Required Qualifications

• Experience with and a basic proficiency in front-end web development libraries and frameworks such as React, Node, and Next.js.
• At least one year of customer-facing experience in the high-growth SaaS industry.
• Comfort in interacting with a high volume of customers through various channels (phone, email, webinars).
• Ability to navigate ambiguity as you help build and refine the digital customer success segment.
• Outstanding initiative and a positive attitude.
• Strong communication and writing skills.
• A collaborative mindset with the ability to work effectively within a diverse team.
• Comfortable with asynchronous work environments.

Preferred Qualifications

• Experience in devising and implementing growth and activation strategies.
• Candidates transitioning from software development to customer success or recent graduates in computer science, web development, or related fields.

Benefits & Perks

• Great compensation package and stock options.
• Inclusive Healthcare Package.
• Learn and Grow: Receive mentorship and attend events to help build your network and skills.
• Flexible Time Off: Enjoy a flexible vacation policy with a recommended 4-weeks per year, plus paid holidays.
• Remote Friendly: Collaborate with teammates from different time zones across the globe.
• Gear and Work-From-Home budget provided to outfit your workspace.