Job Description:
The Senior Manager, Customer Success is responsible for leading a team of Customer Success Managers and Customer Success Account Managers aligned to a specific sales region. This leader is accountable for driving customer adoption, value realization, retention, expansion readiness, and executive engagement across a portfolio of strategic customer relationships.
Working closely with Sales, Support, Professional Services, Product Management, Education Services, and Partner teams, the Senior Manager ensures customers achieve measurable business outcomes while maximizing the value of their investment.
This role serves as the primary Customer Success leader for the region, partnering with sales leadership to execute account strategies, mitigate customer risk, identify growth opportunities, and improve overall customer health.
The Senior Manager leverages AI-powered tools, customer intelligence platforms, predictive analytics, and digital success technologies to improve operational efficiency, surface customer insights, drive proactive engagement, and scale Customer Success best practices.
ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:
Regional Customer Success Leadership
- Lead a regional Customer Success organization responsible for customer retention, adoption, business outcomes, and customer satisfaction.
- Partner with Regional Sales Directors and Account Executives to develop and execute account strategies.
- Ensure consistent execution of customer lifecycle motions including onboarding, adoption, value realization, business reviews, renewal readiness, executive engagement, and risk management.
Customer Growth & Retention
- Own regional retention and renewal performance.
- Lead proactive identification and mitigation of customer risks.
- Support expansion and cross-sell motions aligned to customer business objectives.
AI-Enabled Customer Success
- Drive adoption and effective use of AI-enabled Customer Success tools and platforms.
- Leverage predictive health models, telemetry, usage analytics, and AI-generated insights.
- Guide teams in utilizing AI copilots, automation, and digital success capabilities.
- Measure and improve AI impact on retention, productivity, and customer experience.
Executive Customer Engagement
- Build relationships with customer executives and strategic stakeholders.
- Sponsor Customer Business Reviews and Executive Business Reviews.
- Support Executive Sponsor Program activities.
Operational Excellence
- Monitor customer health, retention trends, and portfolio performance.
- Drive forecasting, reporting, and continuous improvement initiatives.
People Leadership
- Lead a regional team of Customer Success Managers, Customer Success Account Managers, and related customer-facing professionals.
- Manage employee development, succession planning, territory alignment, operational performance, and employee engagement.
- Recruit, develop, and retain high-performing Customer Success talent.
- Coach managers and individual contributors on executive engagement, adoption, and risk management.
REQUIRED QUALIFICATIONS:
- Deep understanding of Customer Success methodologies and subscription business models.
- Strong business acumen with experience managing retention and customer outcomes.
- Experience partnering with Sales, Services, Support, Product, and Executive Leadership.
- Strong executive presence and communication skills.
- Experience leveraging AI, analytics, customer intelligence platforms, and automation technologies.
- Proven ability to lead geographically dispersed teams.
PREFERRED QUALIFICATIONS:
- Bachelor's degree in Business, Technology, Accounting, Taxation, or related discipline.
- Master's degree preferred.
- 10+ years of Customer Success, Strategic Account Management, Professional Services, or Consulting experience.
- 5+ years leading managers and customer-facing teams.
- Experience leading AI-enabled transformation initiatives preferred.
COMMENTS:
The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.
Vertex Values: Together We Win
We're building a team of people who are passionate about making an impact for our customers and committed to how that impact is achieved. Our values define the behaviors, mindset, and culture that make Vertex a great place to grow and do meaningful work.
Play to Win or We Don't Play — If we choose to do something, we're choosing to do it because we plan to win. That mindset raises our bar on product quality, customer outcomes, and how we show up for one another.
Work As a Team, Putting the Customer At the Core — Our customers are our true north. Whatever your role, ask: how will this help a customer succeed today? We earn trust through outcomes, not promises.
Achieve Excellence With Integrity, Speed, and Agility — The market isn't slowing down. We'll move faster, adapt quickly, and never compromise on doing things the right way — for teammates, customers, and partners.
Innovate Boldly With a Growth Mindset — Progress demands smart risk. We'll try new approaches, learn fast, and keep pushing the boundaries — especially where AI can remove friction and unlock value.
Communicate with Care, Candor and Transparency — Honest, constructive conversations make us better. Let's speak plainly about what's working and what isn't and help each other improve.
Pay Transparency Statement:
Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.
In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.
Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.
*In no case will your pay fall below applicable local minimum wage requirements.
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