[Hiring] Senior Manager, Customer Success @Vesta Innovations Inc.

Role Description

Vesta is hiring our first Customer Success team member to own and define the post-implementation customer experience. This is a foundational, high-impact role responsible for ensuring our customers realize meaningful, measurable value from Vesta long after go-live.

• Own a named portfolio of lenders (roughly 8-12 accounts to start, ranging from mid market to larger enterprise clients).
• Serve as their primary strategic partner.
• Focus on driving adoption, deepening engagement with new functionality, reinforcing best practices, and ensuring Vesta evolves alongside our customers’ businesses.
• Play a critical role in retention by maintaining strong executive relationships and ensuring customers consistently see operational impact.
• Act as the quarterback for your accounts — coordinating cross-functionally when issues arise, advocating for customers internally, and ensuring alignment between Product, Support, Implementation, and Sales.
• Build the foundation for the Customer Success function, defining playbooks, engagement models, success metrics, feedback loops, and the operating cadence that scales as we grow.
• Responsible for hiring the first 1-3 individual contributors on your team, shaping their roles and managing their work.
• Requires both strategic thinking and operational rigor — someone who can zoom out to shape the future of Customer Success at Vesta while staying close to the details that drive customer outcomes.

Qualifications

• Deeply curious about how businesses operate.
• Enjoy understanding workflows, incentives, constraints, and organizational dynamics — especially within operationally intensive industries.
• Thrive in early-stage environments where ambiguity is high and ownership is real.
• Think in terms of outcomes, not activities.
• Care about measurable impact and can clearly articulate the value your product delivers.
• Comfortable partnering with senior stakeholders and building trust with operators, executives, and cross-functional leaders alike.
• Calm under pressure and effective at coordinating internal teams when challenges arise.
• Highly organized and process-oriented, with the ability to build playbooks and systems from scratch.
• Balance proactive strategic engagement with reactive issue management without losing momentum.
• Collaborative by default — able to partner closely with Sales on renewals, with Product on feedback loops, and with Implementation on smooth customer transitions.

Benefits

• Competitive salary and equity.
• Robust medical, vision and dental coverage (~100% of employee premiums are covered).
• Remote-first culture with hubs in New York and San Francisco.
• Physical and mental wellness benefits.
• Flexible time off (that we expect you to use!).
• Co-working passes and/or WFH stipend.
• Dining dollars.
• 401(K) offering.
• Meaningful parental leave - 16 weeks off for birthing and non-birthing parents, applying to adoptions as well.
• Company offsites (twice a year).