Customer Success Manager

Vyond’s Customer Success team plays a critical role in driving customer growth, retention, and advocacy across our named and strategic accounts. This isn’t a reactive support function. We’re looking for strategic operators who thrive at the intersection of product adoption and account expansion.

In this role, you’ll own a book of high-value accounts and partner closely with Account Executives to help customers realize value fast, grow intelligently, and renew confidently. You’ll act as the human layer in a digital-first platform: building relationships, uncovering business needs, and helping customers connect their use of Vyond to real-world business outcomes.

You’ll serve as the strategic point of contact for customer onboarding, adoption, stakeholder engagement, and value realization: surfacing opportunities for growth and enabling Sales to take action. Our best CSMs are commercially curious, outcome-driven, and excellent at managing up, across, and with customers.

 Responsibilities

• Act as the strategic voice of the customer, internally and externally, ensuring customer goals, blockers, and expansion signals are clearly captured and actioned by Sales and Product teams
• Host structured QBRs and executive check-ins to align Vyond capabilities with customer initiatives, using a business-value-first approach (not feature demos).
• Guide customers in measuring success, help them define and track KPIs in their own systems (e.g., LMS completion, support deflection, internal adoption).
• Work with Account Executives to identify opportunities and timing triggers for growth, including new stakeholder entry, cross-functional usage, or underutilized credits.
• Own the onboarding and activation motion across named accounts, ensuring customers see time-to-value in under 30 days and hit expansion-readiness by Day 90.
• Run post-onboarding enablement plays (custom trainings, workflow mapping, change management coaching) to increase product stickiness and executive visibility.
• Proactively engage customers with usage insights, product updates, and relevant roadmap previews, framing each conversation around impact and ROI.
• Maintain high-touch relationships across customer roles, end user to executive sponsor, so customers see Vyond as an extension of their team, not just a tool.
• Share learnings acrossthew org: flag what's working, document what's not, and bring customer needs to life in sales, product, and marketing strategy sessions.
• Partner with Sales to execute CSM-led moments that matter: internal launches, pilot recaps, pre-renewal alignment calls…that create urgency and strengthen retention.

requirements

• 3–7 years of experience in a customer-facing, strategic customer success, account management, or solution consulting role, ideally in B2B SaaS, enablement tech, or productivity platforms.
• Proven track record of owning a book of business and working with Sales to grow accounts, renew with confidence, and defend against churn.
• Commercial curiosity: you don’t close deals, but you know how to spot expansion triggers, manage timelines, and align value delivery to revenue moments.
• Comfortable running QBRs with executives and uncovering business objectives, blockers, and internal politics without losing sight of day-to-day usage.
• Familiarity with GTM motions where Sales owns revenue and CS owns readiness. You don’t need to pitch, but you do need to build the path to the pitch.
• Strong in structured discovery, mapping value to business outcomes, and asking the second question (not just “how’s it going?”).
• Excellent project manager who can juggle onboarding, training, usage reporting, and roadmap alignment across 100 - 300 accounts simultaneously.
• Confident navigating org complexity. You know how to escalate politely, work cross-functionally, and ensure no customer gets stuck waiting for answers.
• A systems thinker: you know what information Sales, Product, and Marketing need, and you log and communicate like someone who knows it matters.
• Strong written and verbal communication skills; you can switch easily from a CSM-to-user training session to a CSM-to-CXO renewal alignment call
• Bonus: Experience with Salesforce, Slack, Outreach, Churnzero, Highspot, ZoomInfo, or Clari.