customer support
Posted Apr 14Customer Success Manager
at Vercel
Austin, United StatesHybrid
Responsibilities
- Own consumption targets across a portfolio of Enterprise accounts — tracking platform usage across all products and driving consumption into new teams, workloads, and use cases
- Build and maintain deep executive relationships with CTOs, VPs of Engineering, and Heads of Platform — becoming a trusted advisor on long-term frontend and AI infrastructure strategy
- Lead Executive Business Reviews as the primary lever for consumption growth — using EBRs to surface new contacts, uncover untapped workloads, and create multi-team alignment around Vercel's platform
- Drive org transformation programmes with customers, helping engineering leadership redesign developer workflows, platform ownership, and tooling strategy around Vercel's capabilities
- Develop multi-year account strategies that align Vercel's roadmap to customer outcomes — identifying expansion opportunities from a position of genuine insight rather than commercial pressure
- Orchestrate cross-functional resources — Solutions Engineering, Forward-Deployed Engineers, Product, and Support — at the right moments to accelerate adoption and remove blockers
- Maintain a structured engagement discipline across your portfolio, with clear entry and exit criteria for adoption stages and consistent tracking of executive contacts, active workloads, and consumption signals About You
Requirements
- As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web.
- Design and deliver internal hackathons and discovery sessions that create first-hand understanding of what's possible — translating executive curiosity into engineering adoption at scale
- Technically confident — you understand modern frontend architecture, CI/CD pipelines, and AI-native development well enough to earn credibility with senior engineers and connect platform capability to real engineering problems
- An EBR practitioner — you know how to run executive engagement programmes that go beyond slide decks, building the kind of senior relationships that surface new workloads and drive genuine consumption growth
- Energised by organisational complexity — you understand how change happens inside large engineering organisations and know how to build the internal coalition that makes platform adoption stick