Customer Success Manager

About Us

Estate planning is vital for anyone who wants to ensure their loved ones are cared for when they’re gone. But traditional estate planning is broken. It’s confusing, expensive, and tedious, and it’s often done without regard to a person’s financial plan. Vanilla is here to change all that. We are reinventing estate planning for financial advisors, attorneys, and their clients. We’re transforming it into an ongoing conversation, where dense legal documents are brought to life through easy-to-understand visualizations, and considered  in concert with clients’ financial plans and evolving life milestones and goals.

Vanilla is the world’s first estate advisory platform, built by advisors and estate professionals to help deliver a modern, visual estate planning experience to their clients. Harnessing a purpose-built AI engine called VAI, the Vanilla platform provides valuable insights to advisors and attorneys while demystifying the planning process for clients at all levels of wealth. Vanilla supports the entire estate planning process, including understanding client goals and current plans, visualizing the plan, and strategizing on taxes. Clients can even create trusts, healthcare directives, powers of attorney, and more through Vanilla. The Vanilla platform enables advisors, planners, and attorneys to foster stronger relationships, achieve greater retention, and help their clients build meaningful legacies.

Job Summary

As a Customer Success Manager (CSM) at Vanilla, you will be the primary point of contact for our customers, helping them maximize the value of our products and services. Reporting to the SVP of Customer Experience, you will play a key role in onboarding new clients, driving meaningful product adoption, and identifying opportunities for growth.

We’re looking for a customer-centric, proactive, and strategic thinker who thrives in a fast-paced environment and is passionate about building lasting client relationships. Your insights and collaboration with internal teams will directly contribute to improving customer experiences and enhancing our products.

This role is a remote position, you must be based out of one of the following states: CA, CO, CT, DE, FL, GA, ID, IL, IN, KY, MA, MD, ME, MN, NC, NH, NJ, NY, OH, OK, PA, RI, SC, SD, TX, UT, VA, WA, or WA D.C.

Responsibilities:  

• Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions.

• Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth.

• Own the renewal process, identifying expansion opportunities and mitigating potential churn.

• Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences.

• Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction.

• Work closely with Sales, Product, and Leadership to align customer needs with company strategies.

• Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships.

Required Qualifications:

• 5+ years of total experience in roles such as Customer Support, Customer Experience, or Account Management.

• 3+ years experience in financial services or wealth management.

• Proven success in customer retention & expansion, with a track record of increasing engagement and driving revenue growth.

• Strong problem-solving skills with the ability to manage escalations effectively and turn challenges into positive experiences.

• Experience with process improvement—you thrive on optimizing tools and workflows for scalability.

• Exceptional communication & interpersonal skills—you can build strong relationships with customers and internal teams.

• Analytical mindset—you use data to track success metrics, measure customer health, and identify areas for improvement.

• High emotional intelligence & empathy—you understand customer needs and advocate for them effectively.

• Tech-savvy & adaptable—you quickly learn new software tools and can train others effectively.

• Ability to thrive in a fast-paced, high-growth environment—you’re proactive, self-motivated, and eager to make an impact.

Preferred Qualifications:

• 3+ years of experience in Customer Success (or similar customer-facing roles) within a SaaS company (within FinTech or WealthTech is even better!).

• Understanding or exposure to estate planning. 

Benefits

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Budget for learning & development and home office setup 

The salary range for this role is $90,000 to $110,000. Our compensation packages also include a performance based bonus and equity.  Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.