Customer Success Manager

About the Company

Vanilla is an AI-powered estate advisory platform designed to modernize estate planning through scenario modeling, client visualization, and digital document creation. Built by advisors and attorneys, the platform aims to transform how wealth is transferred across generations.

Responsibilities

• Guide customers from onboarding through long-term adoption to ensure business goals are met
• Create and manage Customer Success Plans and Strategic Customer Account Plans
• Own the renewal process, identify expansion opportunities, and mitigate churn
• Act as the voice of the customer by collaborating with Product, Sales, and Support teams
• Implement and refine tools and processes to enhance engagement and track client health
• Align customer needs with company strategies through cross-functional collaboration

Requirements

• 5+ years of experience in Customer Success, Account Management, or B2B SaaS roles
• Proven track record in driving customer retention, renewals, and account growth
• Experience developing success plans and customer-facing resources
• Proficiency with CRM and customer success tools like Salesforce, Totango, or Gainsight
• Strong analytical skills to measure customer health and resolve escalations
• Excellent communication, relationship-building, and emotional intelligence skills
• Ability to thrive in a fast-paced, high-growth environment

Preferred Qualifications

• 3+ years of experience in financial services or wealth management
• Understanding of industry-specific client needs and regulatory/compliance considerations
• Experience managing high-value or complex client relationships in a regulated industry

Benefits

• Flexible paid time off and 10 company-wide paid holidays
• Parental leave (6 weeks for all employees, up to 14 weeks for birthing parents)
• Medical, dental, and vision benefits
• 401K eligibility after one month
• Free estate planning documents
• Budget for learning, development, and home office setup