Customer Success Manager Job at Vercel (New York City)

Job Description

Enterprise CSMs at Vercel are a critical part of the revenue engine. You own consumption growth across a portfolio of large enterprise accounts — ensuring the infrastructure customers have purchased is deeply adopted across their organisations, and that new workloads, teams, and use cases are continuously brought onto the platform. This is not a support role. It's not account management, and it's not a renewal motion. It's a role for someone who thinks commercially, earns trust at the CTO and VP Engineering level, and understands that driving adoption across a large engineering organisation is one of the highest-leverage things Vercel can do. CSMs and AEs operate in clear swim lanes: AEs hunt net-new pipeline; CSMs own consumption. This is a hybrid, 3 days per week in-office position based in our San Francisco, Austin or New York offices.

Job Responsibility

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
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
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

Requirements

Commercially minded — you understand that CSM exists to produce revenue, not just protect it, and you're comfortable owning consumption targets and being measured on them
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
A long-game thinker who builds relationships over months and years, not quarters — comfortable navigating complex, multi-stakeholder enterprise environments with patience and precision
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
Disciplined and structured — you bring rigour to how you manage your portfolio, with a proactive engagement cadence and clear visibility into what's happening across every account
Curious, direct, and opinionated — you push customers toward better architectural and strategic decisions, and you bring genuine enthusiasm for what Vercel's platform makes possible
Not reactive support or ticket escalation management
Not a transactional renewal motion focused on QBR checklists
Not a role with narrow ownership or a pre-defined playbook to follow
This role requires judgment, technical curiosity, and the ability to operate across strategic, commercial, and hands-on dimensions simultaneously

What we offer

Competitive compensation package, including equity
Inclusive Healthcare Package
Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
Flexible Time Off
We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed

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