Sr. Customer Success Manager at VibeIQ Inc.

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Aug, 26

Salary

0.0

Posted On

10 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Account Management, Customer Success, Project Management, Onboarding, Retention, Relationship Management, Strategic Planning, Escalation Management, Customer Empathy, Technical Onboarding, Hubspot, Jira, Zendesk

Industry

Software Development

Description

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.

Responsibilities

Own a portfolio of enterprise retail accounts, serving as the primary post-sale relationship owner to drive adoption and retention. Manage onboarding, configuration updates, and strategic planning while collaborating with product teams to resolve customer issues.