Sr. Customer Success Manager Job Boston area,Massachusetts USA,IT/Tech

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.#J-18808-Ljbffr