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
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