[Hiring] Strategic Customer Success Manager @Vouched

Role Description

We’re looking for a highly adaptable Customer Success Manager who thrives in fast-moving startup environments and enjoys balancing customer relationships, revenue growth, technical troubleshooting, and operational execution. This is a hands-on role with broad ownership. You’ll manage a book of business while helping customers maximize the value they receive from the platform and identify opportunities for long-term growth.

Success in this role requires someone who is proactive, resourceful, technically curious, commercially minded, and comfortable figuring things out independently in an evolving environment. This is a hands-on startup environment where team members operate across customer success, technical troubleshooting, support, and revenue growth. The right person will enjoy variety, autonomy, and solving problems in a fast-paced startup environment.

What you will do

• Customer Growth and Revenue Expansion
  • Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels.
  • Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities.
  • Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities.
  • Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth.
  • Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution.
  • Be accountable for revenue-related outcomes tied to your book of business.
• Customer Engagement & Execution
  • Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions.
  • Create clear next steps, action plans, and customer communication after meetings.
  • Manage multiple competing priorities and customer requests simultaneously.
  • Maintain accurate CRM data, account documentation, and internal tracking.
  • Help improve and shape customer success processes as the company scales.
• Technical Troubleshooting & Product Engagement
  • Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options.
  • Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior.
  • Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends.
  • Serve as the first point of coordination during customer escalations and drive issues toward resolution.
  • Partner closely with engineering and product teams while independently managing customer communication and investigation.
  • Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders.
• Support & Operational Ownership
  • Participate in shared customer support coverage and escalation management as part of the Customer Success team.
  • Jump into urgent customer situations with a solutions-oriented mindset.
  • Help identify recurring customer issues and improve internal documentation, workflows, and operational processes.
  • Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving.
• Cross-Functional Collaboration
  • Share structured customer feedback with Product and Engineering teams.
  • Advocate for customer needs while balancing business priorities.
  • Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency.

Qualifications

• 4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role.
• Experience working at an early-stage or high-growth B2B SaaS company.
• Strong communication and relationship management skills with both business and technical stakeholders.
• Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously.
• Comfortable troubleshooting technical issues and navigating ambiguity independently.
• Experience working with APIs, JSON, logs, developer documentation, or technical workflows.
• Experience writing basic SQL queries or working with customer/product data.
• Strong organizational skills and attention to detail in a fast-moving environment.

Requirements

• Enjoys working in a fast-moving startup environment with evolving priorities.
• Is comfortable wearing multiple hats and operating with high ownership.
• Likes solving problems independently and figuring things out without waiting for perfect process or documentation.
• Can move comfortably between executive customer conversations and hands-on troubleshooting.
• Is motivated by measurable business outcomes and accountability.
• Has a strong “roll up your sleeves” mentality and a bias toward action.
• Thrives in environments where adaptability, resourcefulness, and learning quickly are critical.

Benefits

• Equity compensation.
• Remote-first environment.
• Flexible PTO and 11+ annual company holidays.
• 401k.
• Medical, dental, and vision coverage.
• Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot).
• Paid parental leave.
• Pay scale: $130-160k OTE.