Customer Sucess Manager

Customer Success Manager

Lead Customer Experience and Drive Long Term Retention

Are you a strategic customer success leader with 5 years of experience building high performing teams and driving measurable improvements incustomerretention add-on salesandcustomersatisfaction Do you excel at balancing hands on leadership with operational excellence across the entire customer lifecycle Can you transform customer insights into scalable processes whilemaintainingacustomerfirst cultureand increasing revenue

With 46 years of success as an AI powered trading technology pioneer VantagePoint AI is entering an exciting growth phase and we need an experienced Customer Success Manager to lead ourcustomer coachingcustomerserviceand retention initiatives.

Why VantagePoint AI

• Join a recognized industry leader blending AI driven innovation with financial marketexpertise.

• Lead customer success within aclose-knit high-performanceteam of just under 100 professionals.

• Experience true work life balance with standard business hours (8:30 AM to 5:30 PM limited weekends).

• Receive 100% employer paid healthcare and dental coverage.

• Thrive in a collaborativepeoplefirst culture that values both tradition andforward thinkingstrategies.

• Enjoy company sponsored social events team building retreats and a modern workspace in Wesley Chapel.

Your Impact as Customer Success Manager

Youwontjust manage a support team. You will lead theintegral pieces of thepost salecustomer journey designing strategies that drivesoftware usagecustomerfsatisfactionlong-termretention and drive back-end revenue allwhile ensuring operational excellence across all customer touchpoints.

Team Leadership & Development

• Lead mentor and develop a high performing team across customer supportnew customeronboardingbackendsalesand support

• Foster a culture of accountability empathy and continuous improvement throughout the customer experience organization.

• Designimplement andfacilitatecomprehensivetraining programs to ensure consistent service quality and team growth.

• Conduct coaching sessions and performance reviews to drive individual and team excellence.

• Stay hands on by actively engaging in customer support activities to model best practices and remain connected to the customer experience.

• Motivate lead and inspire high-level performancefrom multiple departments

Customer Lifecycle Strategy

• Own theend to endcustomer journey from onboarding through renewal andlong termretention.

• Design andoptimizeprocesses that drive product adoption customer satisfaction and lifetime value.

• Partner with cross functional teams to improve onboarding workflows track success metrics and streamline customer handoffs.

• Implement proactive strategies toidentifyatriskcustomers and reduce churn.

• Build scalable systems and workflows for support onboarding and customer success operations.

Customer Retention & Health Management

• Monitor customer health metrics andidentifychurn risks usingdata drivenanalysis.

• Implement retention strategies and intervention programs to improve customer loyalty and reduce attrition.

• Track onboarding completion rates time to value and key milestone achievements.

• Collaborate with Product and Marketing teams to address customer pain points and enhance the overall experience.

• Oversee post sale processes including order fulfillment renewals and account transitions to ensure accuracy and timeliness.

Quality Assurance & Performance Management

• Establish and manage quality assurance frameworks to ensure support interactions meet internal standards and customer expectations.

• Own and analyze key performance indicators including CSAT NPS resolution time and customer satisfaction scores.

• Use data to drive coachingidentifyimprovement opportunities and implement continuous optimization initiatives.

• Conduct regular quality reviews of customer interactions tomaintainservice excellence.

• Deliver insights and reporting to leadership with clear data driven recommendations.

Cross Functional Collaboration

• Collaborate with Sales and Revenue Operations teams to ensure smooth post sale transitions and alignment on customer goals.

• Partner with Marketing toleveragecustomer insights for lifecycle campaigns and retention initiatives.

• Serve as the Voice of the Customer championing feedback across the organization to influence product roadmap and strategy decisions.

• Coordinate with Product teams to communicate customer needs and drive feature adoption.

• Work with leadership toidentifyoperational inefficiencies and implement scalable customer centric solutions.

What You Bring to the Table

Required Experience &Expertise

• 5 years of experience in customer success customer support or operations leadership.

• Proventrack recordof improving customer retention satisfaction metrics and operational efficiency.

• Demonstrated experience managing and developing high performing customer facing teams.

• Strong leadership and coaching abilities with experience leading cross functional ormulti disciplinaryteams.

• Bachelors degree in Business Communications or related field (or equivalent experience).

Hard Skills

• Data driven mindset with experience owning and reporting on customer KPIs (CSAT NPS churn rate retention rate onboarding completion).

• Strong analytical skills withabilitytoidentifytrends diagnose issues and implement data informed solutions.

• Proficiencywith CRM platforms (Salesforce) customer success tools (Gainsight Zendesk or similar) and reporting systems.

• Experience designing andoptimizingcustomer journey workflows and lifecycle processes.

• Familiarity with quality assurance methodologies and performance management frameworks.

• Understanding ofSaaS business models subscription metrics and revenue retention principles.

Soft Skills & Leadership Qualities

• Customer first mindset with genuine passion for delivering exceptional service and building lasting relationships.

• Excellent communication and stakeholder management skills withabilityto influence across all levels of the organization.

• Strategic thinker who can balance long term planning with tacticalhands onexecution.

• Empathetic leader who builds trust fosters collaboration and drives team performance through coaching and development.

• Problem solver withabilitytoidentifyroot causes and implement scalable solutions.

• Proactive and results oriented withstrongsense of ownership and accountability.

• Adaptable and resilient withabilityto thrive in a dynamic fast paced environment.

• Willingness to roll up sleeves and handle escalations or frontline support to stay connected to customer needs.

Preferred Skills

• Experience in fintech financial services SaaS orhigh growthtechnology environments.

• Background in customer journey mapping lifecycle marketing or customer retention programs.

• Exposure torevenue operations sales enablement or customer onboarding tools.

• Certification in customer experience quality management or operations excellence.

Compensation & Benefits

• Competitive base salarycommensuratewith experience.

• 100%employerpaid healthcare and dental coverage.

• Generous paid time off (PTO) and paid holidays.

• Birthday leave.

• Company inclusivebirthdayanniversary and special achievement celebrations.

• Professional development and growth opportunities.

• Work withcutting edgeA.I. technology in the fintech space.

• Off sitecompany sponsored events for employees and family members.

• A stable and thriving company positioned for long term growth regardless of economic conditions.

Location & Work Arrangement

On site employment at our modern offices in Wesley Chapel FL (Tampa Bay Area)

Be Part of Something Bigger

At VantagePoint AI youwontjust manage customer support.Youllbe a strategic leader helping independent traders achieve financial freedom by ensuring they receive world class service and support. This is your chance to make a measurable impact at a company that has been revolutionizing trading technology for over 46 years.

Ready to lead Apply today and help us write the next chapterincustomer success excellence.