# Senior Manager, Customer Success

**Company:** [Vesta](https://hotfix.jobs/companies/vesta)
**Location:** Remote
**Role:** Customer Success
**Salary:** $160k – $195k/yr
**Experience:** 5+ years
**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
**Posted:** 2026-09-11

> 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.

## Job Description

## 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.

## Similar jobs

- [Senior Customer Marketing Manager](https://hotfix.jobs/jobs/851adad8-22e6-4045-b709-f749bbf09e68) - Assembled - San Francisco, CA - $160k – $210k/yr
- [Senior Customer Success Engineer, Audit](https://hotfix.jobs/jobs/05c72120-379a-4ec3-bc50-ff3879421690) - Fieldguide - Remote - $158k – $175k/yr
- [Senior Customer Success Manager](https://hotfix.jobs/jobs/a16e8827-19ea-4f67-9325-d1662b84507e) - Okta - Boston, MA - $151k – $208k/yr
- [Senior Manager, Client Success](https://hotfix.jobs/jobs/004cb054-235c-4417-8eb6-40e867c996c7) - Built - Nashville, TN - $150k – $180k/yr
- [Senior Customer Account Manager](https://hotfix.jobs/jobs/b8a0ee9e-ce41-447e-9e1d-453a28c1e48b) - Nerdio - Remote - $150k – $170k/yr

**Apply:** https://hotfix.jobs/jobs/69f2a1a7-8e7c-4ac5-87d7-e9e4244613aa
**Canonical:** https://hotfix.jobs/jobs/69f2a1a7-8e7c-4ac5-87d7-e9e4244613aa