Sr. Manager, Customer Success

Vertex Inc. is seeking a Senior Manager, Customer Success to lead a regional Customer Success organization. The role drives customer adoption, value realization, retention, expansion readiness, executive engagement, and operational excellence while leveraging AI-enabled tools, analytics, and customer intelligence platforms.

Responsibilities:

• Lead a regional Customer Success organization responsible for customer retention, adoption, business outcomes, and customer satisfaction
• Partner with Regional Sales Directors and Account Executives to develop and execute account strategies
• Ensure consistent execution of customer lifecycle motions including onboarding, adoption, value realization, business reviews, renewal readiness, executive engagement, and risk management
• Own regional retention and renewal performance
• Lead proactive identification and mitigation of customer risks
• Support expansion and cross-sell motions aligned to customer business objectives
• Drive adoption and effective use of AI-enabled Customer Success tools and platforms
• Leverage predictive health models, telemetry, usage analytics, and AI-generated insights
• Guide teams in utilizing AI copilots, automation, and digital success capabilities
• Measure and improve AI impact on retention, productivity, and customer experience
• Build relationships with customer executives and strategic stakeholders
• Sponsor Customer Business Reviews and Executive Business Reviews
• Support Executive Sponsor Program activities
• Monitor customer health, retention trends, and portfolio performance
• Drive forecasting, reporting, and continuous improvement initiatives
• Lead a regional team of Customer Success Managers, Customer Success Account Managers, and related customer-facing professionals
• Manage employee development, succession planning, territory alignment, operational performance, and employee engagement
• Recruit, develop, and retain high-performing Customer Success talent
• Coach managers and individual contributors on executive engagement, adoption, and risk management

Requirements:

• Deep understanding of Customer Success methodologies and subscription business models
• Strong business acumen with experience managing retention and customer outcomes
• Experience partnering with Sales, Services, Support, Product, and Executive Leadership
• Strong executive presence and communication skills
• Experience leveraging AI, analytics, customer intelligence platforms, and automation technologies
• Proven ability to lead geographically dispersed teams
• Bachelor's degree in Business, Technology, Accounting, Taxation, or related discipline
• Master's degree preferred
• 10+ years of Customer Success, Strategic Account Management, Professional Services, or Consulting experience
• 5+ years leading managers and customer-facing teams
• Experience leading AI-enabled transformation initiatives preferred