Senior Manager, Customer Success
Leads Vesta’s first Customer Success function, owning strategic relationships and measurable outcomes across a portfolio of mortgage lenders. The role combines executive engagement, adoption and retention strategy, cross-functional escalation management, and building the team’s playbooks and operating systems.
About the job
Responsibilities
- Own the post-implementation customer experience for a named portfolio of approximately 8–12 mid-market and enterprise lender accounts.
- Serve as the primary strategic partner for customers, driving adoption, engagement with new functionality, best practices, and measurable operational value.
- Maintain executive relationships and support customer retention while Sales owns commercial renewals.
- Act as the account quarterback and escalation point, coordinating Product, Support, Implementation, and Sales when issues arise.
- Advocate for customers internally and ensure cross-functional alignment.
- Build the Customer Success foundation, including playbooks, engagement models, success metrics, feedback loops, and operating cadence.
- Hire and manage the first 1–3 individual contributors on the Customer Success team.
- Balance strategic planning with detailed operational execution in an early-stage environment.
Requirements
- Experience owning customer outcomes and strategic relationships, especially with operationally intensive businesses.
- Ability to understand workflows, incentives, constraints, and organizational dynamics.
- Demonstrated focus on measurable business outcomes and product value.
- Comfort partnering with senior stakeholders, operators, executives, and cross-functional leaders.
- Strong escalation management, coordination, organization, and process-building skills.
- Ability to build playbooks and operating systems from scratch.
- Ability to partner with Sales on renewals, Product on feedback loops, and Implementation on customer transitions.
- Experience hiring and managing team members is expected for this foundational leadership role.
Compensation and Benefits
- Cash compensation: $160,000–$195,000 per year.
- Equity.
- Medical, vision, and dental coverage, with approximately 100% of employee premiums covered.
- Remote-first culture with hubs in New York and San Francisco.
- Physical and mental wellness benefits.
- Flexible time off.
- Coworking passes and/or work-from-home stipend.
- Dining dollars.
- 401(k) offering.
- 16 weeks of parental leave for birthing and non-birthing parents, including adoption.
- Company offsites twice a year.
Skills
Customer Success, Account Management, Customer Retention, Executive Stakeholder Management, Escalation Management, Cross-Functional Collaboration, Playbook Development, Process Design, Success Metrics, Product Adoption, Renewals, Team Management
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