The Senior Customer Success Manager will engage with enterprise retail clients to ensure successful onboarding, retention, and growth while managing relationships and acting as a product advocate.
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.
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
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.
VibeIQ Boston, Massachusetts, USA Office
Boston, MA, United States, 02030
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