Senior Customer Success Manager

The Role

Do you know how to turn a new customer into a long-term account that keeps growing? Vista Social is hiring a Senior Customer Success Manager to own retention and growth across our larger, more complex accounts. You'll work with brands, agencies, multi-location businesses, and partner-sourced customers that use Vista Social to manage social media across bigger teams and more sophisticated workflows.

Once sales hands an account over, it's yours. That covers onboarding and implementation, adoption, business reviews, renewal, and expansion. You need to be confident owning a book of business and a retention number, and comfortable working with several stakeholders on the customer side, from day-to-day users up to executive sponsors. You should also be excited about a product that's still moving fast, including the rollout of Vista Social's AI-powered agent capabilities, which are quickly becoming central to how customers get value and how we grow accounts.

You'll work closely with sales, support, product, and leadership. This role suits someone who takes initiative, communicates clearly, and can spot risk early and act on it.

Location

Remote. Candidates must be based in New York, New Jersey, Connecticut, Massachusetts, or Pennsylvania.

What You'll Do

• Own a book of larger accounts from post-sale handoff through onboarding, adoption, renewal, and expansion
• Lead implementation and onboarding for new accounts, including workspace structure, team permissions, approval workflows, and profile setup across larger organizations
• Run regular check-ins and quarterly business reviews that tie Vista Social usage to each customer's goals
• Drive adoption of new features, especially AI agent capabilities, so customers get more value over time
• Monitor account health, usage, and engagement signals, and step in early on at-risk accounts with clear save plans
• Own the renewal process for your book, including early renewals and conversions from monthly to annual
• Identify and pursue expansion opportunities (more seats, profiles, add-ons, and plan upgrades), working with sales where it makes sense
• Build relationships with several stakeholders in each account, including executive sponsors
• Act as the customer's voice internally, bringing product feedback and feature requests to the product team with clear context
• Escalate and coordinate with support on technical issues so they get resolved quickly
• Keep account data, health scores, notes, and renewal forecasts accurate and current in HubSpot
• Hit or beat retention, net revenue retention, and expansion targets

What We're Looking For

• 5+ years in B2B SaaS customer success or account management, with a track record of hitting retention and expansion targets
• Experience managing larger accounts with multiple stakeholders, executive sponsors, and formal renewal processes
• Strong onboarding and implementation skills, with the ability to get a complex team up and running fast
• Commercial instincts: you're comfortable talking about renewals, pricing, and upgrades, and you can see an expansion opportunity before the customer asks
• The ability to run a business review that a customer's leadership team finds useful
• Proactive risk management: you notice when an account is slipping and act before it shows up as churn
• CRM discipline (HubSpot preferred), so your account data and forecasts stay reliable
• Comfort working in a fast-paced environment where the product and the processes are both still evolving
• Background in social media, martech, or agency-adjacent SaaS helps, but isn't required
• Strong written and verbal communication skills

Perks & Benefits

• Competitive base salary plus performance-based variable pay
• Remote-first flexibility
• Medical, dental, and vision coverage
• 401(k) with company match
• Flexible paid time off
• A direct seat at the table to shape the AI agent product roadmap
• Close-knit, fast-moving team where your work is visible and valued

The base salary range for this role is $100,000 – $120,000 USD.

The expected On-Target Earnings (OTE) range is $150,000 – $180,000 USD, including base salary and performance-based variable pay.

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Work Location: Remote