Customer Success Manager

Vanilla Forums Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager (CSM) at Vanilla, you will be the primary point of contact for our customers, helping them maximize the value of our products and services.
• You will play a key role in onboarding new clients, driving meaningful product adoption, and identifying opportunities for growth.
• We’re looking for a customer-centric, proactive, and strategic thinker who thrives in a fast-paced environment and is passionate about building lasting client relationships.
• Your insights and collaboration with internal teams will directly contribute to improving customer experiences and enhancing our products.
• Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions.
• Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth.
• Own the renewal process, identifying expansion opportunities and mitigating potential churn.
• Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences.
• Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction.
• Work closely with Sales, Product, and Leadership to align customer needs with company strategies.
• Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
• Proven track record of driving customer retention, renewals, and account growth through consultative engagement.
• Experience developing success plans and customer-facing resources that align with business objectives.

🏖️ Benefits

• Flexible paid time off policy and 10 company-wide paid holidays
• Parental leave, 6 weeks for all full-time employees and up to 14 weeks for birthing parents
• Medical, dental, and vision benefits coverage for employees and their families
• 401K eligibility after one month of employment
• Free estate planning documents
• Budget for learning & development and home office setup
• Paid parking or transit for hybrid and in office employees

Skills & Technologies

Remote

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Vanilla Forums Inc.

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About Vanilla Forums Inc.

Vanilla provides open-source and SaaS community forum software that helps organizations create, manage and grow customer communities. The platform offers customizable discussion boards, moderation tools, analytics, single sign-on, integrations with CRM and support systems, and gamification features. It serves enterprises, gaming companies, and support teams seeking to reduce support costs, increase customer engagement, and gather product feedback through structured online conversations.

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