Customer Success Manager

VectorSolv is transforming the technology behind warranty, service contract, and protection product programs. Our flagship platform, WarrantySphere, provides customers with a modern, flexible, API-first platform for managing increasingly complex warranty programs.

We're looking for a Customer Success Manager to own and grow relationships with VectorSolv customers throughout their lifecycle.

This role sits at the intersection of customer success, account management, program management, and commercial strategy. You'll serve as the primary relationship owner for a portfolio of customers and work across both organizations to ensure successful implementations, strong adoption, measurable business outcomes, and long-term growth.

What You'll Do

Own the Customer Relationship

• Serve as the primary business relationship owner for assigned VectorSolv customers.
• Develop strong relationships with executive sponsors, program leaders, operations teams, technology teams, and other customer stakeholders.
• Understand each customer's business model, programs, strategic objectives, organizational structure, and technology environment.
• Become a trusted advisor who understands both the customer's business and how VectorSolv can help them achieve their objectives.

Drive Successful Programs

• Partner with implementation, product, engineering, and support teams to coordinate successful customer onboarding and launches.
• Maintain visibility into customer projects, milestones, dependencies, risks, and outstanding decisions.
• Facilitate regular customer meetings and ensure clear accountability for next steps across both organizations.
• Identify risks early and coordinate internal resources to resolve issues before they affect the broader relationship.
• Help customers translate business requirements into effective use of the VectorSolv platform.

Drive Adoption & Customer Outcomes

• Understand how customers are using WarrantySphere and identify opportunities to increase platform utilization and value.
• Monitor customer health, engagement, adoption, support trends, and overall program performance.
• Conduct regular business reviews focused on outcomes, priorities, platform utilization, upcoming initiatives, and opportunities for improvement.
• Help customers identify ways to improve operational efficiency, launch new programs faster, optimize performance, and create better customer experiences.

Grow the Relationship

• Identify opportunities to expand VectorSolv's footprint within existing customers.
• Surface new programs, business units, products, workflows, integrations, and platform capabilities that could create additional customer value.
• Partner with sales and leadership on renewals, expansions, and strategic account plans.
• Maintain an accurate understanding of customer sentiment, organizational changes, competitive threats, and renewal risk.
• Develop multi-threaded relationships so VectorSolv's partnership extends beyond any single customer contact.

Represent the Voice of the Customer

• Bring structured customer feedback to product and leadership teams.
• Help distinguish individual feature requests from broader market requirements and strategic product opportunities.
• Work with Product and Engineering to communicate roadmap priorities and expectations appropriately.
• Identify customer success stories, references, testimonials, and case-study opportunities.

What We're Looking For

• 4+ years of experience in Customer Success, Account Management, Program Management, Enterprise SaaS, Consulting, or a related customer-facing role.
• Experience managing sophisticated enterprise customers and multiple stakeholder groups.
• Strong project and program management skills.
• Ability to understand both business and technical conversations without necessarily being an engineer.
• Strong executive communication and presentation skills.
• Commercial mindset and comfort identifying expansion and revenue opportunities.
• Ability to manage difficult customer conversations and navigate competing priorities.
• Highly organized with strong follow-through and attention to detail.
• Comfortable operating in a growth-stage organization where responsibilities may extend beyond a traditional job description.

Preferred Experience

Experience in one or more of the following is particularly valuable:

• Warranty or service contract administration
• Insurance / InsurTech
• Automotive F&I
• Home warranty
• Consumer product protection
• Enterprise SaaS
• Complex software implementations
• API-driven technology platforms
• Claims, policy administration, or other transaction-heavy operational platforms

What Success Looks Like

You'll be successful when your customers view you as an extension of their own team.

That means customers launch successfully, adopt the platform deeply, achieve measurable business outcomes, remain highly satisfied, renew consistently, and expand their relationship with VectorSolv over time.

Internally, you'll be the person who can answer the question: "What's really happening with this customer?"

You'll understand their priorities, challenges, relationships, risks, opportunities, upcoming initiatives, and overall health — and you'll mobilize the right people across VectorSolv to help them succeed.