ViB hiring Customer Success Manager

Position Overview The Customer Success Manager (CSM) plays a critical role in delivering value to ViB’s customers and ensuring the success of both customer relationships and active programs. Core ResponsibilitiesCustomer Onboarding & Program Kickoff Partner closely with Sales to ensure a clean and complete handoff Confirm customer goals, success metrics, and scope based on sales commitments Lead customer onboarding and transition from Sales to Customer Success Conduct structured kickoff calls to align on program goals, timelines, and deliverables Leverage established processes and assets to ensure consistency of customer experience Program Fulfillment & Program Health Own end-to-end execution of customer-aligned programs Ensure programs are delivered on time, on budget, and according to specifications Coordinate internally to support launches, fulfillment, and completion Consistently monitor program health metrics to proactively identify potential issues before they become an escalation or retention risk Customer Relationship Management Conduct regular customer check-ins to identify any potential retention issues Co-lead Quarterly Business Reviews (QBRs) for white glove customers, using standardized templates Proactively identify, resolve or escalate issues to minimize risk and customer dissatisfaction Identify possible opportunities for cross-sell/upsell within assigned accounts, and communicate those indicators to sales Change Management Manage customer requests for updates or changes to active programs Ensure changes align with program goals and ViB best practices Data Accuracy & Operational Excellence Maintain accurate and up-to-date customer records and program data Log activities, updates, and outcomes consistently and accurately Submit and manage ViB Email order...