[Hiring] Senior Manager, Customer Success @Vertex Inc.

Role 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.

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.

Requirements

• 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.

Benefits

• US Base Salary Range: $131,600.00 - $171,100.00
• Eligibility for the Vertex Bonus Plan (VOB).
• Role-specific sales commission/bonus and/or equity grants.

Company Description

Vertex is 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.
• Work As a Team, Putting the Customer At the Core — Our customers are our true north.
• Achieve Excellence With Integrity, Speed, and Agility — We'll move faster, adapt quickly, and never compromise on doing things the right way.
• Innovate Boldly With a Growth Mindset — Progress demands smart risk.
• Communicate with Care, Candor and Transparency — Honest, constructive conversations make us better.