Customer Success Manager

ABOUT US We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla https://www.justvanilla.com/ is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience. Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you. WORKING LOCATION This role is a remote position, you must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington JOB SUMMARY As a Customer Success Manager (CSM) at Vanilla, you will be the primary point of contact for our customers, helping them maximize the value of our products and services. You will play a key role in onboarding new clients, driving meaningful product adoption, and identifying opportunities for growth. We’re looking for a customer-centric, proactive, and strategic thinker who thrives in a fast-paced environment and is passionate about building lasting client relationships. Your insights and collaboration with internal teams will directly contribute to improving customer experiences and enhancing our products. RESPONSIBILITIES: - Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions. - Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth. - Own the renewal process, identifying expansion opportunities and mitigating potential churn. - Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences. - Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction. - Work closely with Sales, Product, and Leadership to align customer needs with company strategies. - Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships. REQUIRED QUALIFICATIONS: - 5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles. - Proven track record of driving customer retention, renewals, and account growth through consultative engagement. - Experience developing success plans and customer-facing resources that align with business objectives. - Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets. - Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent). - Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively. - Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives. - Process improvement mindset with experience optimizing tools and workflows for scalability. - Excellent communication and relationship-building skills with high emotional intelligence and empathy. - Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-…