Sr. Manager, Customer Success

About the Role

This position leads a regional team of Customer Success Managers and Customer Success Account Managers, driving customer adoption, value realization, retention, expansion readiness, and executive engagement across a portfolio of strategic customer relationships. The Senior Manager partners closely with Sales, Support, Professional Services, Product Management, Education Services, and Partner teams to ensure customers achieve measurable business outcomes while maximizing their investment value.

Responsibilities

• Lead a regional Customer Success organization responsible for customer retention, adoption, business outcomes, and satisfaction.
• Partner with Regional Sales Directors and Account Executives to develop and execute account strategies.
• Ensure consistent execution of customer lifecycle motions: onboarding, adoption, value realization, business reviews, renewal readiness, executive engagement, and risk management.
• Own regional retention and renewal performance, including proactive identification and mitigation of customer risks.
• Support expansion and cross-sell motions aligned to customer business objectives.
• Drive adoption and effective use of AI-enabled Customer Success tools and platforms, leveraging predictive health models, telemetry, usage analytics, and AI-generated insights.
• Guide teams in utilizing AI copilots, automation, and digital success capabilities; measure and improve AI impact on retention, productivity, and customer experience.
• Build relationships with customer executives and strategic stakeholders; sponsor Customer Business Reviews and Executive Business Reviews.
• Monitor customer health, retention trends, and portfolio performance; drive forecasting, reporting, and continuous improvement initiatives.
• Lead, develop, and retain a regional team of Customer Success professionals, including succession planning, territory alignment, and performance management.
• Recruit, coach, and mentor managers and individual contributors on executive engagement, adoption, and risk management.

Requirements

• Deep understanding of Customer Success methodologies and subscription business models.
• Strong business acumen with experience managing retention and customer outcomes.
• Experience partnering with Sales, Services, Support, Product, and Executive Leadership.
• Strong executive presence and communication skills.
• Experience leveraging AI, analytics, customer intelligence platforms, and automation technologies.
• Proven ability to lead geographically dispersed teams.

Preferred Qualifications

• Bachelor’s degree in Business, Technology, Accounting, Taxation, or related discipline; Master’s degree preferred.
• 10+ years of Customer Success, Strategic Account Management, Professional Services, or Consulting experience.
• 5+ years leading managers and customer-facing teams.
• Experience leading AI-enabled transformation initiatives.

Benefits

This role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants. Additional details regarding Vertex's compensation and benefit programs are available through your recruiter.

Pay

US Base Salary Range: $131,600.00 – $171,100.00. Base pay offered to new hires may vary based on relevant industry and job-related skills, experience, geographic location, and business needs. The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.

Company Values

• Play to Win or We Don’t Play: Commitment to excellence and winning in product quality, customer outcomes, and team collaboration.
• Work As a Team, Putting the Customer At the Core: Customer success is the guiding principle; trust is earned through outcomes.
• Achieve Excellence With Integrity, Speed, and Agility: Adapt quickly, act with integrity, and maintain agility in a fast-paced market.
• Innovate Boldly With a Growth Mindset: Embrace smart risk, leverage AI to remove friction, and push boundaries for progress.
• Communicate with Care, Candor and Transparency: Foster honest, constructive conversations to drive continuous improvement.