Customer Success Manager

Customer Success Manager

Wilmington, NC
• Remote
• Full-time
• 2 hours ago

Powered by AI, Vantaca’s vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control.

Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don’t just report on what happened; they predict what’s coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we’re transforming how community management companies operate.

With seamless integrations across the software and banking ecosystem, we’re building the intelligent hub for community management where AI doesn’t just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We’re building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software.

Vantaca just achieved unicorn status with a $1.25 B valuation, so it’s safe to say we’re past the "scrappy startup phase." We’re not just building a successful company—we’re building the category-defining platform that will transform how an entire industry operates.

As a Customer Success Manager (CSM), you ensure that Vantaca is aligned with our customer’s business goals and Key Performance Indicators during the entire customer journey. The objective of the Customer Success Manager is to maximize customer retention and success while also building trust and transparency within your portfolio. The Customer Success Manager is a Business Partner, responsible to help a portfolio of customers achieve the maximum possible value they can within the Vantaca platform.

You will serve as a Customer Advocate ensuring customer feedback is heard and acted upon by regularly checking on how the Vantaca product is meeting your customers’ needs and whether there are areas for possible improvement.

• Advisor, consultant, relationship manager
• Value realization and ROI demonstration
• Product adoption and utilization optimization
• Customer advocacy
• Maintain touchpoints with customers based on segmentation
• Adept on the product and industry
• Monitors & reports on customers health score
• Collaboration with Account Management on retention and expansion strategy

• Net revenue retention
• NPS

• Professionally manage customer relationships at all levels of the organization to ensure consistently high satisfaction levels within portfolio.
• Drive customer success outcomes that support high retention and provide opportunities for growth.
• Develop and maintain customer success plans with clear business objectives, KPIs, and success milestones tied to their investment in Vantaca.
• Proactively assess customer’s business operations to identify opportunities for increased platform adoption, better utilization, and additional value creation; collaborate with Account Managers on potential expansion opportunities.
• Understand customer’s business operations, drivers and needs; understand/respond to the competition’s strengths and weaknesses, applies market knowledge.
• Able to present to and facilitate with senior leadership and/or teams.
• Deliver clear, timely, and action-oriented communication and follow-ups that drive customer progress and accountability.
• Know how and when to leverage other experts to manage customer needs/requests.
• Provide proactive updates on customer…