Customer Success Manager

<div class="content-intro"><h2>About Vercel:</h2> <p><span data-sheets-root="1">Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web.<br></span></p> <p><span data-sheets-root="1">Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story: You can just ship things.</span></p></div><h2>About the Role</h2> <p>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.</p> <p>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.</p> <p>This is a hybrid, 3 days per week in-office position based in our San Francisco, Austin or New York offices.&nbsp;</p> <h2>What You Will Do</h2> <ul> <li><strong>Own consumption targets</strong> across a portfolio of Enterprise accounts — tracking platform usage across all products and driving consumption into new teams, workloads, and use cases</li> <li><strong>Build and maintain deep executive relationships</strong> with CTOs, VPs of Engineering, and Heads of Platform — becoming a trusted advisor on long-term frontend and AI infrastructure strategy</li> <li><strong>Lead Executive Business Reviews</strong> 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</li> <li><strong>Design and deliver internal hackathons and discovery sessions</strong> that create first-hand understanding of what's possible — translating executive curiosity into engineering adoption at scale</li> <li><strong>Drive org transformation programmes</strong> with customers, helping engineering leadership redesign developer workflows, platform ownership, and tooling strategy around Vercel's capabilities</li> <li><strong>Develop multi-year account strategies</strong> that align Vercel's roadmap to customer outcomes — identifying expansion opportunities from a position of genuine insight rather than commercial pressure</li> <li><strong>Orchestrate cross-functional resources</strong> — Solutions Engineering, Forward-Deployed Engineers, Product, and Support — at the right moments to accelerate adoption and remove blockers</li> <li><strong>Maintain a structured engagement discipline</strong> across your portfolio, with clear entry and exit criteria for adoption stages and consistent tracking of executive contacts, active workloads, and consumption signals</li> </ul> <h2>About You</h2> <ul> <li><strong>Commercially minded</strong> — you understand that CSM exists to produce revenue, not just protect it, and you're comfortable owning consumption targets and being measured on them</li> <li><strong>Technically confident</strong> — 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</li> <li><strong>A long-game thinker</strong> who builds relationships over months and years, not quarters — comfortable navigating complex, multi-stakeholder enterprise environments with patience and precision</li> <li><strong>An EBR practitioner</strong> — 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</li> <li><strong>Energised by organisational complexity</strong> — you understand how change happens inside large engineering organisations and know how to build the internal coalition that makes platform adoption stick</li> &