Customer Success Manager, VSCO
$115-125k
+ Equity + Discretionary bonuses based on performance
Salesforce
Zendesk
Intercom
Senior and Expert level
Remote in US
San Francisco Bay Area
Creative platform for photographers
Be an early applicant
Creative platform for photographers
201-500 employees
B2CDesignSocial Media
Be an early applicant
$115-125k
+ Equity + Discretionary bonuses based on performance
Salesforce
Zendesk
Intercom
Senior and Expert level
Remote in US
San Francisco Bay Area
201-500 employees
B2CDesignSocial Media
Company mission
To equip photographers with the tools, community, and exposure they need to expand creatively and professionally.
Role
Who you are
- You are a natural problem solver who thrives on improving customer experiences and finding opportunities to elevate our platform
- You approach every interaction with empathy, professionalism, and sound judgment, even in sensitive situations
- With strong communication and documentation skills, you ensure clarity and consistency in all your work
- Above all, you care deeply about VSCO’s community and are passionate about supporting its growth and success
- 5+ years of experience in customer success, including 3+ years managing a customer success function, ideally in the consumer/SaaS industry
- Strong interpersonal and communication skills with the ability to build rapport, empathize with diverse customer profiles, and handle sensitive situations with sound judgment
- Experience implementing automation tools and AI-driven solutions to enhance customer support efficiency and scalability
- Experience monitoring, analyzing, and reporting on trends, using data to drive informed decisions and improvements
- Keen attention to detail, ensuring clarity and consistency in communication and documentation
- Proficiency with CRM software (e.g., Salesforce, Zendesk), with experience optimizing workflows and driving customer success strategies
- Highly self-motivated with a strong sense of accountability, initiative, and the ability to thrive both independently and in a collaborative team environment
- Excellent internal stakeholder management skills with the ability to propose concise recommendations, create alignment, and document the path forward
- Most importantly, you have a growth mindset, embrace change, and practice with kindness, humility, compassion, integrity, and levity
Desirable
- An understanding of photography basics
- A background in customer retention strategies or subscription-based products
What the job involves
- We are looking for an experienced Customer Success Manager to lead and scale our support efforts for our fast-growing, thriving community of creators
- You will be responsible for managing a team of support agents, ensuring the quality of our communication, optimizing tools and processes to ensure a seamless customer experience, and defining and achieving key success metrics
- You will also collaborate closely with our Product, QA, and Engineering teams to proactively share insights from our community and recommend impactful solutions
- As a Customer Success Manager, you will be the primary advocate for our creators, ensuring they receive exceptional support and guidance throughout their journey with VSCO
- Engage with customers across multiple channels to understand needs, resolve issues, and drive product adoption using tools like Zendesk, Intercom, and Salesforce
- Manage a team of support agents, providing feedback, prioritizing support requests, and ensuring timely, high-quality customer communication
- Develop and nurture strong relationships with key customers by providing personalized guidance and support tailored to their needs
- Utilize automation and AI tools to streamline workflows and improve support efficiency
- Gather, analyze, and communicate customer feedback and insights to influence the product roadmap and improve user experience
- Develop onboarding programs, training materials, and support resources, ensuring easy access to FAQs and educational content
- Define, track, and report on customer success metrics, such as adoption rates, satisfaction scores (CSAT), and retention, to assess team performance and drive continuous improvements
- Drive retention by proactively identifying at-risk customers and implementing outreach strategies to ensure long-term satisfaction
- Collaborate with cross-functional teams to identify patterns, address large-scale issues, and develop impactful solutions for VSCO’s creative community
- Monitor tools, workflows, and success systems to identify opportunities for optimization and ensure a seamless, efficient customer experience
- This role requires flexibility to triage during evenings, weekends, and on-call scheduling to provide timely and reliable support for our global, creative community
Application process
- The application window for this role will be open until at least 2/3/2025. This opportunity will remain online based on business needs which may be before or after the specified date
Our take
VSCO (pronounced "vis-co") is a photo and video editing app that's all about creativity without the pressure. Unlike Instagram and Facebook, which are driven by ads and likes, VSCO focuses on making money through subscriptions, giving users a refreshing break from the constant follower count anxiety.
Co-founded by an ex-wedding photographer passionate about simple, beautiful photography and a former Creative Director, VSCO knows exactly what the creative community crave. While it competes with Instagram and newer apps like Tezza, VSCO has built a strong, loyal following with its creator-first approach, which will most definitely help it see future success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (2 rounds)
Apr 2015
$30m
SERIES B
May 2014
$40m
SERIES A
Total funding: $70m
Company benefits
- Balance: Flexibility is really important to us, and family always takes precedence. We have a Flexible Time Off policy for eligible employees, and we encourage each other to take breaks so that we can do our best work, refreshed. We also offer paid parental, medical, and caregiver leave so you can take the time you need to disconnect
- Benefits: Our team’s health and wellness is a top priority. VSCO offers flexible time off, a 401(k) retirement plan, insurance (medical, dental, vision, life/AD&D, short and long-term disability), 11 paid holidays, and a monthly tech & well-being stipend. Employees also have access to well-being perks such as Peloton, Wellhub (formerly Gympass), One Medical, Spring Health, and Headspace
- Remote Work @ VSCO: VSCO operates as a fully remote organization with employees working from their home office across several states in the US, with over 50% of the company working in the Bay Area and Los Angeles. While we are dispersed, teams stay connected through participation in quarterly virtual team-building events and bi-annual in-person offsites
Company values
- Always Moving Forward: By pushing our work forward thoughtfully and with intention, our community gets more of what they love from VSCO
- Be You: By creating a space in which authentic views are heard and celebrated, we not only create a better workplace, but an inclusive product
- Build Together: By working together, we make better products and focus on the right things at the right time.
- Creator First: By putting the needs of creators first, we build a product they are inspired to use and a brand they can trust.
- Own It: By being modest overachievers, we take ownership over our future and hold ourselves accountable to do our best work
Company HQ
Financial District, San Francisco, CA
Leadership
Eric Wittman
(CEO)Initially served as President of VSCO from 2021 to 2023 before becoming CEO. Previously the CGO/CRO at JLL, COO at Figma, and General Manager at Atlassian.
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