Manager of Customer Success

Job Description

Job Description

Manager of Customer Success

About us…

At VLogic, we’re dedicated to simplifying Facility Management with a powerful, intuitive solution to help our customers improve efficiencies, streamline operations, and reduce costs. As a leader in cloud-based IWMS software and space / asset management, we work with clients across a number of industries including healthcare, government, education, and more.

We’re a dynamic, collaborative, fully remote team and we’re always excited to speak with candidates who want to have a meaningful impact on our growth.

What you’ll do…

As our Manager of Customer Success, you’ll play a key role in leading the Customer Success team within VLogic to ensure client satisfaction and retention, drive product adoption, and contribute to revenue growth. You’ll be the expert in building strong relationships with clients and developing strategies to maximize value for our customers. You’ll work with the CSM team and cross-functionally to address client needs and feedback.

Your key responsibilities will include :

Leadership- managing and mentoring a team of Customer Success Managers, providing guidance and support to help them succeed

Client Relationship Management - build and maintain relationships with key clients, acting as a point of escalation for complex customer issues

KPI Monitoring - keep track of key performance indicators such as customer satisfaction, churn rate, product usage, and make data-driven suggestions for areas of improvement

Customer Advocacy - act as the voice of the customer within the organization, providing feedback as needed to product and engineering teams to drive product features and improvements

Upselling and cross-selling- identify and communicate opportunities for upselling and cross-selling within our customer base

What we’re looking for…

We’re looking for someone who thrives in a high-growth and team-oriented environment. We don’t expect you to check every box, but the ideal candidate will have :

7+ years in Customer Success roles

3+ years experience managing teams, preferably in Customer Success of Customer Support

Excellent communication skills, and the ability to develop strong relationships with clients

Strong analytical skills, and experience in analyzing data and making data-driven decisions and developing effective solutions

A proactive mindset, and the drive to identify problems before they escalate

Strong technical proficiency, and the ability to learn new products quickly

Strong project management skills and experience managing multiple customer relationships simultaneously

Proven ability to work independently and manage competing priorities

Familiarity with tools such as Hubspot and Monday.com

Familiarity with Government contracting process and timeline

High growth SaaS experience is a plus!

Benefits and Perks…

🌎 A remote-first environment - we have employees across the US, and provide all work equipment, a monthly internet stipend, and a one-time stipend to help you set up your home office

🩺 Generous healthcare coverage for you and your family, including medical, dental, vision, and short- and long-term disability coverage.

🏝️ Flexible time off - we offer 10 paid holidays annually and have an unlimited PTO policy, so no need to worry about accruals!

📈 401k matching - VLogic provides up to 4% 401k matching on employee contributions to help you invest in your future.

🥗 Annual Wellness Benefits, which can be used towards gym memberships, fitness classes, workout equipment, etc.

🐾 “Furternity” Leave - we understand that pets are an important part of our employee’s lives. Personal time can be used to adopt or care for a furry friend.

Our Culture

At VLogic, we’re building more than a product - we’re building a team where people can do their best work and be a part of our shared success. Here are some the values that guide us day-to-day :

Mindful Collaboration : We value thoughtful honesty, treating each other with respect, and embracing both victories and failures

Creative Problem-Solving : We believe that for every problem, there is a solution, especially with great teamwork, out-of-the-box ideas, and imaginative thinking!

Ambitious Success : We challenge ourselves as a growing organization to excel by setting goals, prioritizing accountability, and recognizing results.

Ownership : Everyone at VLogic is empowered to take initiative, make decisions, and drive outcomes. We hold ourselves accountable for results.

Growth Mindset : We’re always looking for ways to improve and grow. We have an open culture and a leadership team that values communication and feedback.

If you like what you hear, we’d love to talk!

Compensation : $110k base plus bonus . Salary ranges are determined by location, level, experience, and skills. This will be discussed further with the Talent team during the interview process.

At VLogic we believe that a diverse workforce leads to better outcomes, broader perspectives, and a stronger team. We are proud to be an Equal Opportunity Employer and do not discriminate on the basis of race, gender, age, disability, veteran status, sexual orientation, or any other protected status.

If you need assistance or accommodation due to a disability during the application or interview process, please contact us at hr@vlogicsystems.com.