Sr. Customer Success Manager

Senior Customer Success Manager

At 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 Senior 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 Functions:

• Account Ownership & Relationship Management
  • Own a portfolio of enterprise retail customers, serving as their trusted advisor
  • Build and maintain strong executive and operational relationships
  • Conduct regular check-ins, QBRs, and strategic planning sessions
• Onboarding, Implementation & Configuration
  • Project manage configuration updates for customers post go-live
  • Deliver tailored training tips and tricks based on custom setups
  • Track time and milestones for invoicing and internal reporting
• Ongoing Support & Escalation Management
  • Serve as the point of contact for escalations and issue resolution
  • Collaborate with Product and Engineering to communicate customer needs and close feedback loops
  • Maintain up-to-date documentation on customer environments
• Value Delivery & Retention
  • Own the renewal process and flag expansion opportunities to Sales
  • Monitor and improve customer health scores

Required Experience:

• 3–5+ years in Customer Success, Account Management, or Implementation roles (SaaS preferred)
• Background in retail, wholesale, or fashion/apparel technology
• Experience managing high-ACV customers ($50K+ ARR)
• Strong project management skills (timelines, stakeholders, risks)
• Excellent communication, collaboration, and customer empathy
• Highly organized; able to track time and manage multiple concurrent accounts

Bonus Points:

• Experience at a fast-paced startup or high-growth SaaS company
• Exposure to product configuration or technical onboarding
• Comfortable using tools like Hubspot, Jira, or Zendesk
• Prior experience with time-tracked billing or scoped services

Benefits:

• 401(k), Health, Dental, Vision
• 9 Paid Holidays per Year
• Discretionary Time Off
• Paid Parental Leave

VibeIQ, LLC values a diverse team and is an equal opportunity employer.