Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.
At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.
We are seeking to hire an experienced Senior Manager for our Customer Success Engineering (CSE) team who has a strong focus on both velocity and quality and a desire to deliver a customer experience beyond all expectations. This role inherits an existing team with a variety of experience levels with the opportunity to build out further to ensure an adequate level of coverage for our customers. You will join two other regional managers and find a set of well documented processes, policies, and expectations, although there is considerable scope and expectation to re-evaluate and simplify these, in the name of continually improving outcomes for customers alongside our efficiency.
You will be driven by working with and expanding the team with exceptional people who care deeply about providing the best customer experience and this will be reflected in your approach to hiring - world class talent that understands the right balance between digging deep and moving fast. You will focus on scaling and efficiency, identifying and implementing solutions that reduce the need for customers to contact support while building partnerships across the company that allow your team to get the help they need and finding the balance between human and technical solutions. You will understand the importance of growing a support team in such a way that it can continually improve the customer experience while not scaling linearly with incoming cases - ambitious and bold ideas are strongly encouraged.
This role is fast paced and while regular office hours will suffice most of the time, you must be prepared for flexibility during busier times or when unexpected issues arise, as such, we utilize out of hours paging where required. You will have ample support from leadership at all times, alongside other CSE managers in alternate timezones. Ultimately, the desire to deliver exceptional customer experiences at scale is what will motivate you and help you and your team achieve success through a variety of means that you will have direct influence over.
The San Francisco, CA base pay range for this role is $154,000.00 - $216,000.00. This salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location. The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.
Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.
Last updated: 9 hours ago
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