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Customer Success Manager

Chicago, IL

About Vibes
Vibes helps marketing, loyalty, and customer experience professionals at the world's most respected brands create personal, revenue-driving and long-term mobile engagement between consumers and the brands they love. Industry leaders like Chipotle, The Children’s Place and Polo Ralph Lauren use Vibes to activate and grow customer relationships with timely, relevant, high-volume mobile messaging at a global scale. Our intelligent mobile engagement platform enables marketers to seamlessly connect with their customers using a data-rich and API-packed platform that beautifully optimizes and unifies their SMS, MMS, RCS and Mobile Wallet campaigns. To learn more about Vibes, visit www.vibes.com.

Why Vibes Needs You
As a key player in our Customer Success team, you will be instrumental in driving customer satisfaction and growth. Your insights and strategic direction will help customers realize the full value of our platform, ultimately contributing to Vibes’ mission of connecting brands with the people they love. Your role will be critical in retaining and expanding our customer base while ensuring that each client achieves their desired outcomes with our solutions.

Responsibilities:

  • Develop and maintain strong, long-lasting relationships with a portfolio of enterprise customers. Act as their primary point of contact, ensuring that every customer interaction is valuable and focused on their success.
  • Lead customers through the value realization process by understanding their business objectives and providing strategic recommendations on how to best leverage Vibes' platform for success.
  • Drive renewals and identify opportunities for upsell and cross-sell, helping customers expand their use of Vibes' solutions. Identify potential risks early and take steps to ensure high customer retention. Act as the voice of the customer within Vibes, providing feedback and insights to internal teams to improve our products and services.
  • Work closely with Customer Care, Sales, Marketing, and Product teams to align on customer needs and ensure a seamless customer experience. Assist in the development of case studies and success stories that showcase customer achievements.
  • Design and implement strategic account plans tailored to each customer’s goals. Manage the client relationship throughout the entire lifecycle, from goal-setting to value delivery, account growth, new product adoption, and renewals.
  • Develop and maintain a deep understanding of the Vibes platform by actively using and showcasing its features. Be hands-on with the technology to effectively guide and support customers, ensuring they fully leverage the breadth of our platform’s capabilities.
  • Use data, market trends, and analysis to guide customer conversations and decision-making, ensuring a data-driven approach to customer success.
  • Share and implement best practices in customer success, helping to build a strong foundation for Vibes' growing Customer Success team.
  • Act as a trusted advisor to your clients, delivering strategic insights and guidance that align with their business objectives and maximize their investment in Vibes’ solutions.

Requirements:

  • 5+ years of experience in Customer Success, Account Management, or a related field within a B2B SaaS or marketing technology company.
  • Proven track record in managing and growing a portfolio of enterprise customers, with a focus on retention and upsell.
  • Strong sales acumen, including experience with negotiation, creating proposals, and driving revenue growth.
  • Excellent communication, presentation, and interpersonal skills, with a positive and proactive approach.
  • Ability to manage multiple priorities in a fast-paced environment, adapting and recalibrating as needed.
  • Passionate about driving customer success, with a genuine interest in helping them achieve their goals.
  • Experience with CRM platforms such as HubSpot is a plus.
  • Demonstrated ability to receive constructive feedback and use it for continuous self-improvement, ensuring you evolve alongside our customers and the company.
  • Knowledge of mobile marketing and engagement strategies is highly desirable.
  • Proven ability to collaborate with cross-functional teams, including Engineering, Product, and Sales, to define and implement customer solutions that drive success.

Our Core Values:

  • We believe in demonstrating Respect, Honesty, and Integrity for All Stakeholders in every interaction, ensuring that our actions reflect our commitment to ethical behavior across all relationships.
  • Our business is driven by a Relentless Focus on the Customer, with their needs setting our priorities and being at the core of everything we do.
  • At Vibes, we Always be Learning, embracing a culture where trial and error are seen as opportunities to innovate and grow, understanding that failure leads to valuable insights and progress.
  • We will celebrate our wins and accomplishments, but we will Never be Satisfied, always seeking ways to improve and raise the standards in everything we do.
  • We are committed to Creating Value by delivering results that truly matter, focusing on impactful outcomes for our customers, employees, shareholders, and partners.
  • We Seek Accountability and Ownership in all our actions, enabling quick, confident decision-making without fear of judgment and fostering a culture of responsibility and trust.

Compensation and Benefits
The compensation range for this role is $90,000 to $110,000 ($99,000 to $121,000 OTE), plus access to additional spiffs and commissions. Final compensation will be determined by factors such as relevant work experience, skills, and certifications.

Vibes offers a full slate of benefits from competitive salaries, options, medical, dental and vision coverage, short and long term disability, life insurance, 10 paid holidays, flexible vacation, summer Fridays, Winter Holiday break, commuter benefits, a 401(k) plan and match, and a paid parental leave program.

Equal Opportunity
Vibes is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. 

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