Senior Customer Success Manager

ABOUT US At VibeIQ, our mission is to become the market-leading, global solution for companies that create physical products. We’re building the platform where the art and science of product creation intersect—providing teams with a shared workspace to collaborate, iterate and make smarter, data-driven decisions throughout the product lifecycle. Our work helps companies bring better products to market faster, with greater clarity and confidence. POSITION SUMMARY We're hiring a Senior Customer Success Manager to own a book of business with our enterprise retail clients. You'll be the primary post-sale relationship owner, responsible for onboarding, adoption, retention, and growth across a portfolio of high-ACV accounts. This is a high-impact, high-visibility role that’s critical to help our customers adopt our software. You’ll wear many hats: part project manager, part trusted advisor, part product advocate. ESSENTIAL FUNCTIONS Account Ownership & Relationship Management Own a portfolio of enterprise retail customers, serving as their trusted advisor Build and maintain strong executive and operational relationships Conduct regular check-ins, QBRs, and strategic planning sessions Onboarding, Implementation & Configuration Project manage configuration updates for customers post go-live Deliver tailored training tips and tricks based on custom setups Track time and milestones for invoicing and internal reporting Ongoing Support & Escalation Management Serve as the point of contact for escalations and issue resolution Collaborate with Product and Engineering to communicate customer needs and close feedback loops Maintain up-to-date documentation on customer environments Value Delivery & Retention Own the renewal process and flag expansion opportunities to Sales Monitor and improve customer health scores REQUIRED EXPERIENCE 3–5+ years in Customer Success, Account Management, or Implementation roles (SaaS preferred) Background in retail, wholesale, or fashion/apparel technology Experience managing high-ACV customers ($50K+ ARR) Strong project management skills (timelines, stakeholders, risks) Excellent communication, collaboration, and customer empathy Highly organized; able to track time and manage multiple concurrent accounts BONUS POINTS Experience at a fast-paced startup or high-growth SaaS company Exposure to product configuration or technical onboarding Comfortable using tools like Hubspot, Jira, or Zendesk Prior experience with time-tracked billing or scoped services BENEFITS 401(k), Health, Dental, Vision 9 Paid Holidays per Year Discretionary Time Off Paid Parental Leave VIBEIQ, LLC values a diverse team and is an equal opportunity employer.