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Salary: USD 110,000 - 130,000 / annual
Vanilla is an AI-powered estate advisory platform transforming how wealth is transferred across generations. The platform unifies scenario modeling, client visualization, and document creation into one seamless digital experience, built by advisors, planners, and attorneys.
As a Customer Success Manager, you will be the primary point of contact for customers, guiding them from onboarding through long-term adoption to maximize value from Vanilla's solutions. You'll own the full customer lifecycle, including onboarding, product adoption, renewals, and expansion opportunities.
Key responsibilities include: creating and managing Customer Success Plans for simple accounts and Strategic Customer Account Plans for complex accounts; owning the renewal process and identifying expansion opportunities while mitigating churn; acting as the voice of the customer by gathering insights and collaborating with Product, Sales, and Support teams; implementing tools and processes that enhance customer engagement and track client health scores; and contributing to a company-wide customer obsession mindset.
You'll need 5+ years of Customer Success, Account Management, or B2B SaaS experience with a proven track record of driving retention, renewals, and account growth through consultative engagement. Required skills include developing success plans, understanding the customer lifecycle, proficiency with CRM and customer success tools (Salesforce, Totango, Gainsight, or equivalent), strong analytical and problem-solving abilities, cross-functional collaboration experience, and excellent communication with high emotional intelligence.
Preferred qualifications include 3+ years in financial services or wealth management with understanding of industry-specific client needs, familiarity with regulatory and compliance considerations, and experience managing high-value or complex client relationships in regulated industries.
The role is fully remote but requires being based in one of 19 specified US states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah, or Washington. Vanilla is a distributed team embracing flexibility while maintaining close connection.
