Customer Success Manager

Job description

We Are Looking for a Customer Success Manager Who Thinks Strategically, Communicates Exceptionally, and Puts Customers First We are seeking a sharp, driven, and deeply customer-focused professional with experience in CPG trade management to join our Customer Success team. This is not a support role. It is a strategic partnership role. You will own the outcomes of the accounts you manage, proactively guiding customers toward measurable business value and deeper adoption of the Vividly platform. If you are a self-starter who leads with curiosity, communicates with clarity and confidence, and knows how to turn data into insights and insights into action, you will thrive here. We need someone who has lived on the front lines of Small to Midsize Business (SMB) Trade, someone who understands the complexity of trade spend and can translate that expertise into transformational customer partnerships. Key Responsibilities and Impact Lead with strategy, not just service . Build deep, trusted relationships with customers by acting as a proactive strategic advisor, not a reactive problem-solver. Guide customers toward their goals before they know they need guidance. Apply critical thinking to every account. Analyze customer usage patterns, platform data, and business context to identify adoption gaps, risks, and growth opportunities. Translate what you see into clear recommendations and action plans that drive measurable outcomes. Communicate with precision and purpose . Own every customer interaction, written, verbal, and in-meeting, with the clarity and confidence of someone who respects the customer's time and leads conversations with intention. This means clear agendas, concise follow-ups, and proactive outreach that adds value before customers ask for it. Champion the customer's success internally. Serve as the voice of your customers across product, sales, and marketing. Surface feedback, patterns, and risks with the evidence to back them up. Advocate for improvements that create better outcomes across the entire customer base. Drive platform adoption and user expansion. Don't just onboard; embed. Identify underutilized features, low-adoption users, and untapped teams within your accounts. Design enablement strategies that scale beyond one-on-one training and create organizational dependency on the Vividly platform. Multi-thread your accounts. Build relationships across each organization, not just with your primary contact. Identify champions, executive sponsors, power users, and operational stakeholders. Proactively protect against single points of failure. Collaborate cross-functionally with structure. Partner with specialists, product, and sales teams to build repeatable, well-documented customer success playbooks. Every customer should have a clear success plan, defined milestones, and documented outcomes. Represent Vividly as a TPM thought leader. Help shape the industry conversation. We want CSMs who can contribute to best practices, case studies, and community conversations that position Vividly as the definitive platform for SMB CPG trade management. Set boundaries that protect your strategic value. Redirect technical support and break-fix issues to the appropriate Support channels. Your role is to own strategy, adoption, and outcomes, not to be a one-person help desk. You Will Be Successful With 5+ years of experience in Trade Promotion Management - you understand the complexity of trade spend and can speak the customer's language from day one CPG industry experience is strongly recommended - deductions, accruals, and general trade finance experience strongly preferred; POS data and TPM software experience are a significant plus Strong critical thinking skills - you can analyze ambiguous situations, connect disparate signals, and develop clear, evidence-based recommendations without being told what to look for An authentically customer-first mindset - you measure your success by your customers' outcomes, not your task completion rate; you anticipate needs, not just respond to them Exceptional written and verbal communication skills - you write follow-up emails that customers actually read, you run meetings that end with clarity, and you can tailor your message to an operations manager and a C-suite executive in the same week Proactive account leadership - you don't wait for customers to come to you; you show up with insights, recommendations, and a point of view Technical aptitude with SaaS platforms - you are comfortable navigating and explaining complex software and can help customers get the most out of the tools they have Comfort with ambiguity and change - you thrive in a fast-moving startup environment and know how to build process where there isn't one yet A GSD (Get Stuff Done) attitude - paired with the judgment to know which things are worth doing, which should be delegated, and which should be handed off entirely Why This Role Matters Customer Success at Vividly is not account management. It is the difference between a customer who renews and one who becomes a reference. Between a platform that gets used and one that becomes indispensable. Between a company that grows because of its customers and one that grows despite losing them. If you want to own that difference, and have the skills, experience, and mindset to drive it, we want to hear from you. This role is a critical part of Vividly's growth. We hire for outcomes, not activity. Show us how you think, how you communicate, and how you put customers first, and we'll show you what it looks like to build something that matters. Why Choose Vividly? A modern, remote-first workplace We are committed to succeeding as a fully remote team, empowering you with the flexibility to thrive, no commute required. Every Vividly team member receives a stipend upon hire to help create a comfortable, productive home office. Vividly days off & flexible PTO For most USA holidays that fall on a Monday or Friday, we turn it into a 4 day weekend! Vividly also offers Flexible Time Off ( and we really mean it ) to help prevent burn out and fuel creativity. Competitive Benefits Healthcare, Dental and Vision - We cover 100% of your monthly premiums and 50% of all dependents 401(k) - With a 3% employer contribution Weekly $20 Sharebite Meal Stipend - For every meal you purchase, they donate a meal through Feeding America! Monthly $50 Wellness Reimbursement Monthly $200 Remote Work Stipend Commitment to our values - The Vividly Code Kind Ambition -We push boundaries with empathy and integrity Keep It Real - We are transparent, honest, and authentic Customer Love - We act as trusted advisors to our customers Own It - We take responsibility and drive outcomes Urgency Wins - We move quickly and focus on impact Pull Together - We collaborate to win as a team Please note: Vividly will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time during the onboarding process. Vividly will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for: Contact initiated via unsolicited text message or cold call. Vividly does not follow up with candidates through instant messaging applications. Our Talent Acquisition team only corresponds from email addresses with the domain ‘@govividly.com’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer. While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Vividly’s Careers page, or our official LinkedIn Company Page The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud . If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Vividly is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators. Vividly is the leading modern trade promotion management (TPM) solution built by and for the consumer packaged goods industry. From campaign creation to deductions management and promotion measurement, we help brands manage every element of trade spend. With our easy-to-use platform and industry-leading experience, we pride ourselves on our ability to bring businesses to the next level. Not familiar with trade promotion spend? That’s OK. Most people aren’t. It’s an $8 trillion dollar problem that is ripe for disruption by an innovative SaaS startup. In order to grow, consumer packaged goods (CPG) brands spend 20% of their topline revenue to get into retailers and promote their products within those retailers. The problem is that today 70% of those promotions are not ROI positive. This is because ROI is hard to track. The industry operates on emails, pdfs, and xls spreadsheets. At Vividly, we’re solving this massive problem with exciting tactics including AI, Machine Learning, and Fintech and adding value to everyone in the chain. Some of our customers include brands you may use and love - Liquid Death, Amy’s, and Perfect Snacks.