Pooled Customer Success Manager

As a Pooled Customer Success Manager at Vanilla, you’ll be part of a shared Customer Success team supporting a large portfolio of lower-ACV or smaller-license clients. You’ll manage customer outcomes across multiple accounts rather than owning a dedicated book of business.

Reporting to the Senior Director of Customer Success, you’ll focus on efficient onboarding, scalable adoption, proactive retention, and operational excellence. This role is well-suited for a Customer Success professional who excels in structured, team-based environments and enjoys influencing customer retention, adoption, and overall satisfaction at scale.

Responsibilities include managing a shared portfolio of customers, executing automated success plays, monitoring account health, supporting renewals, collaborating cross-functionally, contributing to process improvement, documenting interactions in CRM, tracking portfolio metrics, and advocating for customer needs.