Sr. Customer Success Manager
Role summary
Vyond is seeking a Senior Customer Success Manager to manage a portfolio of high-value enterprise accounts. This role focuses on driving customer growth, retention, and advocacy by helping customers realize value from Vyond and identifying expansion opportunities. You will partner with Account Executives, build relationships across organizations, and uncover business priorities to create commercial opportunities. The ideal candidate is commercially curious, outcome-driven, comfortable operating with customers and executives, and possesses strong account management, expansion, and collaboration skills. Experience in B2B SaaS and managing complex enterprise accounts is preferred.
Vyond’s Customer Success team plays a critical role in driving customer growth, retention, and advocacy across our named and strategic accounts.
As a Senior Customer Success Manager, you’ll own a portfolio of high-value enterprise accounts and be responsible for both customer outcomes and account growth. You’ll help customers realize value from Vyond while identifying opportunities to expand into new teams, use cases, stakeholders, and products.
You’ll partner closely with Account Executives to develop expansion opportunities and bring new Vyond products and capabilities to customers. You’ll be expected to understand an account deeply, uncover business priorities and whitespace, build relationships across the organization, and create the path from customer need to commercial opportunity.
This is a senior, strategic role for someone who is commercially curious, outcome-driven, and comfortable operating with both customers and executives.
What You'll Do
Drive Account Growth
Own the expansion strategy across your portfolio, identifying opportunities to grow revenue through additional teams, use cases, seats, and products.
Build a deep understanding of each account’s business priorities, organizational structure, current Vyond footprint, and whitespace.
Identify expansion triggers such as new initiatives, organizational changes, increased usage, new stakeholders, and emerging use cases.
Build relationships beyond the original buying group to create multi-threaded accounts and new paths to growth.
Introduce new Vyond products and capabilities to existing customers, connecting them to relevant business problems and outcomes.
Partner with Account Executives to develop and advance expansion opportunities, align on account strategy, and convert customer value into revenue.
Drive Customer Outcomes & Retention
Act as the strategic voice of the customer, understanding their goals, challenges, and measures of success.
Lead QBRs and executive conversations focused on business outcomes and value.
Guide onboarding, activation, adoption, and value realization, ensuring customers reach meaningful time-to-value quickly.
Use customer usage and engagement data to identify both risk and opportunity and take proactive action.
Build trusted relationships from end users to executive sponsors and develop customer champions.
Operate as a Strategic Partner
Navigate complex enterprise organizations and influence stakeholders without direct authority.
Partner cross-functionally with Sales, Product, Marketing, and Support to solve customer problems and accelerate growth.
Bring customer insights and emerging use cases back to Vyond to influence product and go-to-market strategy.
Maintain strong account plans, customer data, and communication so internal teams can act quickly and effectively.
What We're Looking For
5+ years of experience in Customer Success, Account Management, Strategic Accounts, Solutions Consulting, or a related customer-facing role, ideally in B2B SaaS.
Proven experience managing enterprise or strategic accounts with multiple stakeholders and complex organizational structures.
Demonstrated track record of account expansion and influencing revenue growth within existing customers.
Experience introducing new products, capabilities, or use cases and expanding into new teams or buying centers.
Strong commercial instincts—you understand how to identify, develop, and create momentum around expansion opportunities.
Excellent discovery skills and the ability to connect customer challenges to business outcomes and relevant solutions.
Experience partnering closely with Sales, with CS playing an active role in identifying and developing expansion opportunities.
Strong executive presence and confidence leading conversations with senior customer stakeholders.
Excellent account planning, project management, communication, and cross-functional collaboration skills.
Comfortable navigating ambiguity and influencing without authority.
Experience with Salesforce, ChurnZero, Slack, Outreach, Chorus, Highspot, or similar tools is a plus.
What Success Looks Like
Customers expand their use of Vyond across teams, use cases, and products.
You consistently identify and develop expansion opportunities with Sales.
New Vyond products gain traction because you identify where they solve meaningful customer problems.
Your accounts are healthy, growing, multi-threaded, and positioned for long-term partnership.
Customers can clearly articulate the business value they receive from Vyond.
Sales sees you as a strategic growth partner.
