Strategic Customer Success Manager

Vouched

Strategic Customer Success Manager at Vouched overseeing customer accounts and driving revenue growth. Balancing customer relationships and technical troubleshooting in a fast-paced startup environment.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $120,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role
Experience working at an early-stage or high-growth B2B SaaS company
Strong communication and relationship management skills with both business and technical stakeholders
Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously
Comfortable troubleshooting technical issues and navigating ambiguity independently
Experience working with APIs, JSON, logs, developer documentation, or technical workflows
Experience writing basic SQL queries or working with customer/product data
Strong organizational skills and attention to detail in a fast-moving environment

Benefits

Comp & perks

Equity compensation
Remote-first environment
Flexible PTO and 11+ annual company holidays
401k
Medical, dental, and vision coverage
Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot)
Paid parental leave
Pay scale: $90k-120k OTE

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLAPIsJSONcustomer data analysistechnical troubleshootingworkflow managementaccount documentationCRM managementdata analysiscustomer success processes

Soft Skills

communicationrelationship managementorganizational skillsprioritizationproblem-solvingcollaborationcustomer advocacyadaptabilitystrategic thinkingsolutions-oriented mindset