Senior 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

• 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

Benefits 401(k), Health, Dental, Vision

9 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.