Customer Success Specialist, Digital

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:

Vercel is looking to add a Digital Customer Success Specialist (CSS) to our fast-growing Customer Success team with the overall objective to advance our commitment to providing an exceptional experience to our Enterprise customers. The Digital Customer Success Specialist plays a pivotal role in managing a high volume of customer interactions to ensure customer satisfaction, wider adoption and retention. This role requires a blend of technical knowledge, customer engagement skills, and the ability to work efficiently across multiple time zones.

What You Will Do:

• Manage all post-sales activity for Vercel’s scaled customers through touch points that require product knowledge, planning, project management and the ability to quickly build customer rapport 
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives 
• Interact with customers through office hours, webinars, and other channels
• Proactively identify and flag churn risk and work proactively with other account team members to mitigate customer risk
• Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements 
• Analyze customer data to suggest engagement strategies within your customer portfolio
• Execute proactive customer campaigns to engage customers on discrete topics such as awareness of new product capabilities

About You:

• Experience with and basic proficiency of Front-end web development libraries and frameworks like React, Node, Next.js
• At least one year of customer-facing experience in high-growth SaaS industry preferred
• Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
• Can navigate through ambiguity as we continue to build and refine the digital customer success segment and contribute to the team’s ongoing development activities
• Outstanding initiative and positive attitude
• Strong communication and writing skills
• Strong collaboration mindset and capabilities
• Comfortable with asynchronous work

Bonus If You:

• Have devised and put in motion growth and activation strategies
• Are transitioning your career from software development to customer success or are a bootcamp or computer science or web development graduate looking for a developer adjacent role

Benefits:

• Great compensation package and stock options.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.
• Remote Friendly - Work with teammates from different time zones across the globe.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

The San Francisco, CA base pay range for this role is $80,000.00 - $110,000.00 OTE.  The salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location.  The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

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