Customer Success Manager

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 intersectproviding 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 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

• 35+ 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

12 Paid Holidays per Year

Discretionary Time Off

Paid Parental Leave

VibeIQ, 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.