Customer Success Manager

Customer Success ManagerAt VibeIQ, our mission is to become the market-leading, global solution for companies that create physical products. We're building the platform where the art and science of product creation intersect—providing teams with a shared workspace to collaborate, iterate and make smarter, data-driven decisions throughout the product lifecycle. Our work helps companies bring better products to market faster, with greater clarity and confidence.We're hiring a Customer Success Manager to own a book of business with our enterprise retail clients. You'll be the primary post-sale relationship owner, responsible for onboarding, adoption, retention, and growth across a portfolio of high-ACV accounts. This is a high-impact, high-visibility role that's critical to help our customers adopt our software. You'll wear many hats: part project manager, part trusted advisor, part product advocate.Essential FunctionsAccount Ownership & Relationship Management Own a portfolio of enterprise retail customers, serving as their trusted advisorBuild and maintain strong executive and operational relationshipsConduct regular check-ins, QBRs, and strategic planning sessionsOnboarding, Implementation & Configuration Project manage configuration updates for customers post go-liveDeliver tailored training tips and tricks based on custom setupsTrack time and milestones for invoicing and internal reportingOngoing Support & Escalation Management Serve as the point of contact for escalations and issue resolutionCollaborate with Product and Engineering to communicate customer needs and close feedback loopsMaintain up-to-date documentation on customer environmentsValue Delivery & Retention Own the renewal process and flag expansion opportunities to SalesMonitor and improve customer health scoresRequired Experience3–5+ years in Customer Success, Account Management, or Implementation roles (SaaS preferred)Background in retail, wholesale, or fashion/apparel technologyExperience managing high-ACV customers ($50K+ ARR)Strong project management skills (timelines, stakeholders, risks)Excellent communication, collaboration, and customer empathyHighly organized; able to track time and manage multiple concurrent accountsBonus PointsExperience at a fast-paced startup or high-growth SaaS companyExposure to product configuration or technical onboardingComfortable using tools like Hubspot, Jira, or ZendeskPrior experience with time-tracked billing or scoped servicesBenefits401(k), Health, Dental, Vision12 Paid Holidays per YearDiscretionary Time OffPaid Parental LeaveVibeIQ, Inc. values a diverse team and is an equal opportunity employer.Important Notice: All legitimate VibeIQ job openings are listed at vibeiq.applytojob.com/apply/. We do not use WhatsApp, Telegram, or personal Gmail/Yahoo accounts to recruit or conduct interviews.Fraud Alert: VibeIQ never charges fees at any stage of the recruitment process and will never ask for your banking details or personal financial information.Our Process: VibeIQ's interview process always includes live video or in-person conversations with our team. We will never extend a job offer via text message or chat application, or without a formal interview.