Customer Success Manager

About the Role

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.

What You Will Do

• 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

About You

• 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

What This Role Is Not

• 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.

Benefits:

• 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.

The San Francisco, CA OTE pay range for this role is $170,000 - $212,500. Actual salary will be based on job-related skills, experience, and location. Compensation outside of San Francisco may be adjusted based on employee location. The total compensation package may include benefits, equity-based compensation, and eligibility for a company bonus or variable pay program depending on the role. Your recruiter can share more details 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.