Sr. Customer Success Manager

ABOUT US

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.

POSITION SUMMARY

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

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

REQUIRED EXPERIENCE

1. 3–5+ years in Customer Success, Account Management, or Implementation roles (SaaS preferred)
2. Background in retail, wholesale, or fashion/apparel technology
3. Experience managing high-ACV customers ($50K+ ARR)
4. Strong project management skills (timelines, stakeholders, risks)
5. Excellent communication, collaboration, and customer empathy
6. Highly organized; able to track time and manage multiple concurrent accounts

BONUS POINTS

1. Experience at a fast-paced startup or high-growth SaaS company
2. Exposure to product configuration or technical onboarding
3. Comfortable using tools like Hubspot, Jira, or Zendesk
4. 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.