Customer Strategy Manager

| Chicago | Remote
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We connect people with the brands they love. We work with enterprise customers to help them engage with consumers through the most personalized, innovative, and effective channel: mobile.

Vibes is looking for a passionate, organized, and compelling Customer Strategy Manager to help our guide our customers towards best-in-class mobile engagement execution, and opportunities to deepen and expand their relationship with Vibes. The goal of the Customer Strategy Manager is to delight customers by leading and prescribing a value realization path with large enterprise marketing and loyalty teams through the power of our mobile engagement platform.  The Customer Strategy Manager will report directly to our Vice President of Customer Strategy.

The ideal candidate has a proven track record in B2B SaaS, working with enterprise brands, leading renewal conversations, and exceeding sales targets using data-driven decisions. 

Vibes cares about character and culture as much as competency. We strive to build a workplace where people are excited to come to work every day and feel empowered and motivated to do their best work.


Responsibilities:

  • Own and cultivate relationships with your customers by finding new and creative ways to drive value and revenue for their businesses and become a trusted partner
  • Contribute thought leadership to best-in-class B2B SaaS practices within our growing Customer Success team
  • Build strategic relationships within your book of business to leading renewal conversations while managing potential risks to achieve and exceed the quarterly renewal target and minimize churn
  • Identify and support upsell opportunities through strong relationships and deep understanding of each customer’s business objectives
  • Secure strategic-level relationships with senior customer contacts within your book of business
  • Act as the voice of your customers internally at Vibes, providing feedback and insights on how Vibes can better serve our customers
  • Work to deepen and expand relationships with customers, while identifying new booking opportunities in partnership with sales
  • Act as an internal liaison between Sales, Marketing and Product on how to best position our solutions
  • Identify and share opportunities to create use case studies from customer insights for Sales, Marketing and the Product teams for product optimization
  • Assist customers in achieving their goals through a deep understanding of their business objectives; use our Value Realization Playbook to ensure customers’ mobile engagement initiatives produce meaningful ROI; provide strategic recommendations on best-in-class mobile marketing, our platform’s best practices, use cases, and organizational workflow
  • Maintain a customer first attitude focused on driving sustainable long-term account value and retention through renewals
  • Proactively identify value-adding opportunities that lead to adoption of new use cases for Vibes

Requirements

  • 3+ years’ experience in Customer Success in Software as a Service or marketing technology company
  • 2-4 minimum years’ experience in fast-paced, digital marketing, digital sales, or digital client solutioning environment
  • Sales acumen including previous experience with upsell, cross-sell, creating sales proposals, and persuasive negotiation selling
  • Ability to manage a high-touch, high-volume enterprise customer base
  • Data driven, leveraging data and analysis for book of business and aid in sales forecasting
  • Ability to strategically prioritize, juggle a lot, adapt and recalibrate
  • Passionate about making customers successful and invested in their questions and processes
  • Unwavering optimism. Really, truly, we mean it!
  • Resourceful and able to deal skillfully and promptly with new situations and difficulties
  • Ability to accept constructive criticism and always willing to learn
  • Impeccable communication and listening skills, all with a positive presence
  • Knowledge of Salesforce or Gainsight a plus

Our Core Values:

  • Respect, honesty, and integrity for all stakeholders     
  • Always be learning
  • Relentless focus on the customer                               
  • Never be satisfied
  • Create value                                                               
  • Seek accountability and ownership

Vibes is an equal opportunity employer that encourages and fosters diversity in the workplace.  We offer a career building experience in a fast paced organization and industry. Please apply online at www.vibes.com

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • REACTLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Vibes is in the bustling Chicago Loop near all major public transportation. A stone's throw away from the Chicago River and many trendy restaurants.

An Insider's view of Vibes

What's something quirky about your company?

I would actually describe the overall culture of the company as quirky. What other 20 year-old tech company has an ongoing puzzle, mac'N'cheese competitions, Tamale-Thursdays, game-lunch-Tuesdays, and slack channels dedicated to gaming, dog-pics, and instant-pot recipes? There's never a dull conversation to be had in this quirky work-culture space.

Marisa

Associate Software Engineer

What does your typical day look like?

My typical work day as a product designer involves identifying the needs of the users and translating them into product features, collaborating with product managers and developers, designing mockups and iterating on them, and conducting user testing and feedback sessions, while drinking lots of Masala Chai!

Siddhant

Associate Product Designer

How does the company support your career growth?

When I first started at Vibes I had never worked in mobile marketing or with a wide range of clients. I started on the campaign experience team and within a year, I was working with customers on goal setting & their overall mobile strategy. With the support of Vibes' leadership, I've grown to managing the strategy for some of our largest customers.

Danielle

Customer Success Manager

What's something quirky about your company?

One of my favorite parts about Vibes is that we have mobile wallet business cards. You can simply text our short code, download our business card, add it to your mobile wallet and book a meeting with us! We use our own technology to engage with clients and show them the power of mobile engagement.

Tanushka

Business Development Representative

What are Vibes Perks + Benefits

Vibes Benefits Overview

Vibes is committed to providing employees with:
-High quality and high value company sponsored benefits
-Multiple plan choices and coverage levels
-Enhancing Vibes’ employee benefits package with the right mix of programs beyond medical and dental
-Managing rising healthcare costs
-Perks that compliment our culture and help to allow people to do their best work!

Culture
Volunteer in local community
1 individual Volunteer Day, 1 company-wide Volunteer Day, J.P. Morgan Corporate Challenge, SPARK, Letters to Santa for CPS, Chicago Cares, Chicago's Greatest Food Depository, National Runaway Society.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Vibes employees can contribute up to $2,750 to their Healthcare FSA annually and up to $2,500 to their Dependent Care FSA if filing single tax return ($5,000 if filing joint tax return).
Disability Insurance
Disability insurance covers 60% of annual salary and the premium is completely covered by Vibes.
Dental Benefits
Vibes uses Principal for our dental insurance.
Vision Benefits
Vibes uses Eyemed for our vision insurance.
Health Insurance Benefits
Vibes offers three different plans on the Blue Cross Blue Shield Network: HMO, PPO, HSA.
Life Insurance
The premium for Basic Life Insurance is completely covered by Vibes.
Pet Insurance
Vibes employees will receive a discount if they enroll their pets through ASPCA. They have customizable options and it's very simple to use.
Wellness Programs
Vibes reimburses up to $300 per year for wellness activities/purchases.
Mental Health Benefits
Meditation & Mindfulness Trainings | Employee Assistance Program through Principal
Retirement & Stock Options Benefits
401(K)
Vibes' 401(K) plan is with Nationwide.
401(K) Matching
Vibes provides employees with a 401(k) matching plan managed by Nationwide. We match 50% of contributions up to 5% of an employee's annual gross pay.
Company Equity
Upon offer and/or at employee's one-, five-, ten- year anniversary
Performance Bonus
Quarterly & annual bonus opportunities
Match charitable contributions
Vibes will reimburse employees for half of a qualified donation up to $100 per year
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. Vibes also provides 2 weeks of leave for the secondary caretaker/adoption.
Flexible Work Schedule
Vibes provides employees with a flexible work schedule that includes Summer hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vibes sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Generous PTO
Vibes employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Vibes offers pre-tax commuter benefits (CTA, Metra, & parking).
Company Outings
Vibes hosts an annual company holiday party.
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games, Board Games, and scooters.
Stocked Kitchen
Vibes has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Some Meals Provided
We provide free breakfast on Monday. Employees get free lunch during Lunch and Learns.
Happy Hours
Happy hours are hosted on occasion.
Parking
Fitness Subsidies
Vibes reimburses up to $300 per year for wellness activities/purchases, including gym memberships/classes.
Home Office Stipend for Remote Employees
$300 Stipend for home office equipment
Professional Development Benefits
Job Training & Conferences
Vibes offers employees professional development opportunities like onsite training courses, and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Quarterly Core Values Award • Quarterly Teamwork Award & Gift • Anniversary Gifts & Service Awards • Wellness Reimbursement • Monthly Cell Phone Reimbursement • Identity Protection Benefit • Annual Holiday Party and Family Halloween Party • Summer Fridays (Memorial Day – Labor Day) • Welcome Gifts for New Hires • Monthly Birthday Cupcakes • Charitable Match

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