Sr. Customer Success Manager

Senior Customer Success Manager

Vyond's Customer Success team plays a critical role in driving customer growth, retention, and advocacy across our named and strategic accounts. As a Senior Customer Success Manager, you'll own a portfolio of high-value enterprise accounts and be responsible for both customer outcomes and account growth. You'll help customers realize value from Vyond while identifying opportunities to expand into new teams, use cases, stakeholders, and products.

You'll partner closely with Account Executives to develop expansion opportunities and bring new Vyond products and capabilities to customers. You'll be expected to understand an account deeply, uncover business priorities and whitespace, build relationships across the organization, and create the path from customer need to commercial opportunity.

This is a senior, strategic role for someone who is commercially curious, outcome-driven, and comfortable operating with both customers and executives.

Drive Account Growth

• Own the expansion strategy across your portfolio, identifying opportunities to grow revenue through additional teams, use cases, seats, and products.
• Build a deep understanding of each account's business priorities, organizational structure, current Vyond footprint, and whitespace.
• Identify expansion triggers such as new initiatives, organizational changes, increased usage, new stakeholders, and emerging use cases.
• Build relationships beyond the original buying group to create multi-threaded accounts and new paths to growth.
• Introduce new Vyond products and capabilities to existing customers, connecting them to relevant business problems and outcomes.
• Partner with Account Executives to develop and advance expansion opportunities, align on account strategy, and convert customer value into revenue.

Drive Customer Outcomes & Retention

• Act as the strategic voice of the customer, understanding their goals, challenges, and measures of success.
• Lead QBRs and executive conversations focused on business outcomes and value.
• Guide onboarding, activation, adoption, and value realization, ensuring customers reach meaningful time-to-value quickly.
• Use customer usage and engagement data to identify both risk and opportunity and take proactive action.
• Build trusted relationships from end users to executive sponsors and develop customer champions.

Operate as a Strategic Partner

• Navigate complex enterprise organizations and influence stakeholders without direct authority.
• Partner cross-functionally with Sales, Product, Marketing, and Support to solve customer problems and accelerate growth.
• Bring customer insights and emerging use cases back to Vyond to influence product and go-to-market strategy.
• Maintain strong account plans, customer data, and communication so internal teams can act quickly and effectively.

What We're Looking For

• 5+ years of experience in Customer Success, Account Management, Strategic Accounts, Solutions Consulting, or a related customer-facing role, ideally in B2B SaaS.
• Proven experience managing enterprise or strategic accounts with multiple stakeholders and complex organizational structures.
• Demonstrated track record of account expansion and influencing revenue growth within existing customers.
• Experience introducing new products, capabilities, or use cases and expanding into new teams or buying centers.
• Strong commercial instinctsyou understand how to identify, develop, and create momentum around expansion opportunities.
• Excellent discovery skills and the ability to connect customer challenges to business outcomes and relevant solutions.
• Experience partnering closely with Sales, with CS playing an active role in identifying and developing expansion opportunities.
• Strong executive presence and confidence leading conversations with senior customer stakeholders.
• Excellent account planning, project management, communication, and cross-functional collaboration skills.
• Comfortable navigating ambiguity and influencing without authority.
• Experience with Salesforce, ChurnZero, Slack, Outreach, Chorus, Highspot, or similar tools is a plus.

What Success Looks Like

• Customers expand their use of Vyond across teams, use cases, and products.
• You consistently identify and develop expansion opportunities with Sales.
• New Vyond products gain traction because you identify where they solve meaningful customer problems.
• Your accounts are healthy, growing, multi-threaded, and positioned for long-term partnership.
• Customers can clearly articulate the business value they receive from Vyond.
• Sales sees you as a strategic growth partner.