Vouched

Customer Success Manager

• Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels
• Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities
• Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities
• Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth
• Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution
• Be accountable for revenue-related outcomes tied to your book of business
• Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions
• Create clear next steps, action plans, and customer communication after meetings
• Manage multiple competing priorities and customer requests simultaneously
• Maintain accurate CRM data, account documentation, and internal tracking
• Help improve and shape customer success processes as the company scales
• Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options
• Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior
• Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends
• Serve as the first point of coordination during customer escalations and drive issues toward resolution
• Partner closely with engineering and product teams while independently managing customer communication and investigation
• Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders
• Participate in shared customer support coverage and escalation management as part of the Customer Success team
• Jump into urgent customer situations with a solutions-oriented mindset
• Help identify recurring customer issues and improve internal documentation, workflows, and operational processes
• Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving
• Share structured customer feedback with Product and Engineering teams
• Advocate for customer needs while balancing business priorities
• Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency

Strategic Customer Success Manager