Vantagepoint ai, LLC Careers

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 in customer retention, add-on sales, and customer satisfaction? Do you excel at balancing hands on leadership with operational excellence across the entire customer lifecycle? Can you transform customer insights into scalable processes while maintaining a customer first culture and 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 our customer coaching, customer service and retention initiatives. 

Why VantagePoint AI? 

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

• Lead customer success within a close-knit, high-performance team 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 collaborative, people first culture that values both tradition and forward thinking strategies. 

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

Your Impact as Customer Success Manager 

You won't just manage a support team. You will lead the integral pieces of the post sale customer journey, designing strategies that drive software usage, customer fsatisfaction,  long-term retention, and drive back-end revenue all while ensuring operational excellence across all customer touchpoints. 

Team Leadership & Development 

• Lead, mentor, and develop a high performing team across customer support, new customer onboarding, backend sales, and support 

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

• Design, implement, and facilitatecomprehensive training 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 performance from multiple departments 

Customer Lifecycle Strategy 

• Own the end to end customer journey from onboarding through renewal and long term retention. 

• Design and optimize processes 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 to identify at risk customers and reduce churn. 

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

Customer Retention & Health Management 

• Monitor customer health metrics and identify churn risks using data driven analysis. 

• 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 coaching, identify improvement opportunities, and implement continuous optimization initiatives. 

• Conduct regular quality reviews of customer interactions to maintain service 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 to leverage customer 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 to identify operational 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. 

• Proven track record of 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 or multi disciplinary teams. 

• Bachelor's 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 with ability to identify trends, diagnose issues, and implement data informed solutions. 

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

• Experience designing and optimizing customer journey workflows and lifecycle processes. 

• Familiarity with quality assurance methodologies and performance management frameworks. 

• Understanding of SaaS 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 with ability to influence across all levels of the organization. 

• Strategic thinker who can balance long term planning with tactical, hands on execution. 

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

• Problem solver with ability to identify root causes and implement scalable solutions. 

• Proactive and results oriented with strong sense of ownership and accountability. 

• Adaptable and resilient with ability to 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, or high growth technology environments. 

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

• Exposure to revenue operations, sales enablement, or customer onboarding tools. 

• Certification in customer experience, quality management, or operations excellence. 

Compensation & Benefits 

• Competitive base salary commensurate with experience. 

• 100% employer paid healthcare and dental coverage. 

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

• Birthday leave. 

• Company inclusive birthday, anniversary, and special achievement celebrations. 

• Professional development and growth opportunities. 

• Work with cutting edge A.I. technology in the fintech space. 

• Off site company 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, you won't just manage customer support. You'll be 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 chapter in customer success excellence.