Senior Director of New Product Innovation and Growth

Capstone has the resources and experience to be your performance work-group services partner. Our expanded capabilities provide a wide range of solutions to support your operations. Because we're only successful if you are, we are dedicated to helping you find the most effective solution. Capstone operates in hundreds of locations across the United States. Last year we handled over 3 billion cases/units. We have continually demonstrated strong growth, financial and operational performance.

Capstone's Senior Director of New Product Innovation and Growth is accountable for identifying, building, launching, and scaling new content-driven digital products that help kids learn and build their literacy skills while creating meaningful new revenue streams. This role explores market needs and opportunities, develops innovative product concepts, assesses acquisition opportunities, and creates strategies to extend existing or new content into new formats and channels.

This is a hands-on product role that owns the full lifecycle from early customer/market insights and product concepts through development, launch and market adoption, with a clear expectation to deliver $5M+ in new product revenue within 3 years of the product’s launch. This is a high-visibility mission within Capstone, with direct accountability to Capstone’s Executive team and regular checkpoints with the Board and Ownership.

The ideal candidate brings their fast pace and experience navigating ambiguity. This role uses creativity and customer insight to drive tangible, high-impact results. The successful candidate will bring a strong product development sensibility, consumer or education go-to-market expertise, and a track record of turning ideas into scalable, revenue producing products.

Our preference is for this role to be hybrid, based out of our Edina, MN location. However, fully remote work may also be considered for the right candidate.

Why You’ll Want To Join Capstone
Have you ever read something that increased your understanding of the world around you? An article, a book, a research paper, a piece of local legislation, even a poem or short story?
Capstone is a mission-driven community of passionate, creative people like you who believe in the power of literacy. Our mission is to make reading fun for kids, so that they never experience literacy as the barrier that prevents them from understanding and engaging with the world around them.
For more than 30 years, Capstone has led the way in K–5 educational publishing, creating award-winning books and digital learning experiences (PebbleGo). The information landscape has changed dramatically since we first started out in 1991, and competition for kids’ attention is at an all-time high. This changing landscape inspires our continued growth and innovation – today’s kids need trusted sources of content more than ever, but their standards for what’s considered engaging have never been higher! At Capstone, we’re excited by that challenge – are you?

Your Responsibilities:
Drive the development, launch, and go-to-market activities for new products. Including the initial innovation and design cycles through product development, launch, and successful market adoption. Key activities include:
- Implementing and owning responsibility for a structured product innovation process, with rapid iterative product prototyping, feedback, and market analysis cycles.
- Hands-on product development work and user and market research – with a mix of independent work and cross-functional collaboration with design, engineering, content, finance, and sales team members.
- Assessing partnership and “build vs. buy” opportunities.
- Creating a business case for a product and market target that will generate $5M in new revenue for Capstone in 3 years.
- Defining success metrics during the innovation process and post-launch phases, including product impact/outcomes, user engagement, market adoption, and revenue goals.
- Defining, hiring, and managing the development and go-to-market teams required for different phases of the product and go-to-market build out.
- P&L accountability for the new product post-launch.

Education, Experience, and Skills desired:
- Bachelor’s degree in Business, Marketing, Education, Media, or a related field; MBA or advanced degree preferred.
- 10+ years of experience in product innovation and management, business development, or content strategy.
- 5+ years of experience successfully building and scaling new products, ventures, or businesses with direct ownership of outcomes.
- Demonstrated experience in identifying growth opportunities and launching product from concept to commercialization, with at least one example of a product generating $3+ in revenue.
- Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
- Hands-on product development/management experience. Content development experience a plus.
- Comfortable operating in a fast-paced, ambiguous, high-pressure environment with significant executive visibility.
- A collaborative, energetic, and dynamic leader who is comfortable working both independently and in teams; navigating ambiguous situations; and supporting change initiatives.
- Excellent communication and presentation skills, with experience working with executive leadership.
- Experience in acquisitions, partnerships, or licensing preferred.
- Passion for content, media, education, and exploring innovative ways to reach audiences.
- Demonstrated ability to take calculated risks, fail fast, learn, and pivot quickly.

Travel Requirements
This position requires some travel (Up to 10%).

Inclusion & Belonging
Capstone embraces equal opportunity and a culture of belonging for all employees and applicants. We are an Affirmative Action and Equal Opportunity Employer. All candidate information will be kept private according to EEO guidelines. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to hrservices@capstonepub.com.

The pay range for this role takes into account the wide range of factors that are considered surrounding compensation including but not limited to: skill sets, experience and training, work location, and other business and organizational needs. At Capstone, it is not typical for an individual to be hired at the top of the range for their role. A reasonable estimate of the annual pay range for this position is $148,000 - $223,000.

Capstone strives to provide comprehensive and market-competitive benefits to meet the needs of our employees and their families. Click here to see our benefits.

Pre-Employment Background Check Required

California Applicants:
Applicants from California can access our California Privacy Notice here.

Employment Authorization:
At this time Capstone unfortunately cannot sponsor or take over sponsorship of an employment visa. To be considered for one of our roles, applicants must be authorized to work in the United States.

Lead the development and launch of innovative digital products to generate significant revenue and impact in education technology.

Capstone's Senior Director of New Product Innovation and Growth is accountable for identifying, building, launching, and scaling new content-driven digital products that help kids learn and build their literacy skills while creating meaningful new revenue streams. This role explores market needs and opportunities, develops innovative product concepts, assesses acquisition opportunities, and creates strategies to extend existing or new content into new formats and channels.

This is a hands-on product role that owns the full lifecycle from early customer/market insights and product concepts through development, launch and market adoption, with a clear expectation to deliver $5M+ in new product revenue within 3 years of the product’s launch. This is a high-visibility mission within Capstone, with direct accountability to Capstone’s Executive team and regular checkpoints with the Board and Ownership.

The ideal candidate brings their fast pace and experience navigating ambiguity. This role uses creativity and customer insight to drive tangible, high-impact results. The successful candidate will bring a strong product development sensibility, consumer or education go-to-market expertise, and a track record of turning ideas into scalable, revenue producing products.

Our preference is for this role to be hybrid, based out of our Edina, MN location. However, fully remote work may also be considered for the right candidate.

Why You’ll Want To Join Capstone
Have you ever read something that increased your understanding of the world around you? An article, a book, a research paper, a piece of local legislation, even a poem or short story?
Capstone is a mission-driven community of passionate, creative people like you who believe in the power of literacy. Our mission is to make reading fun for kids, so that they never experience literacy as the barrier that prevents them from understanding and engaging with the world around them.
For more than 30 years, Capstone has led the way in K–5 educational publishing, creating award-winning books and digital learning experiences (PebbleGo). The information landscape has changed dramatically since we first started out in 1991, and competition for kids’ attention is at an all-time high. This changing landscape inspires our continued growth and innovation – today’s kids need trusted sources of content more than ever, but their standards for what’s considered engaging have never been higher! At Capstone, we’re excited by that challenge – are you?

Your Responsibilities:
Drive the development, launch, and go-to-market activities for new products. Including the initial innovation and design cycles through product development, launch, and successful market adoption. Key activities include:
- Implementing and owning responsibility for a structured product innovation process, with rapid iterative product prototyping, feedback, and market analysis cycles.
- Hands-on product development work and user and market research – with a mix of independent work and cross-functional collaboration with design, engineering, content, finance, and sales team members.
- Assessing partnership and “build vs. buy” opportunities.
- Creating a business case for a product and market target that will generate $5M in new revenue for Capstone in 3 years.
- Defining success metrics during the innovation process and post-launch phases, including product impact/outcomes, user engagement, market adoption, and revenue goals.
- Defining, hiring, and managing the development and go-to-market teams required for different phases of the product and go-to-market build out.
- P&L accountability for the new product post-launch.

Education, Experience, and Skills desired:
- Bachelor’s degree in Business, Marketing, Education, Media, or a related field; MBA or advanced degree preferred.
- 10+ years of experience in product innovation and management, business development, or content strategy.
- 5+ years of experience successfully building and scaling new products, ventures, or businesses with direct ownership of outcomes.
- Demonstrated experience in identifying growth opportunities and launching product from concept to commercialization, with at least one example of a product generating $3+ in revenue.
- Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
- Hands-on product development/management experience. Content development experience a plus.
- Comfortable operating in a fast-paced, ambiguous, high-pressure environment with significant executive visibility.
- A collaborative, energetic, and dynamic leader who is comfortable working both independently and in teams; navigating ambiguous situations; and supporting change initiatives.
- Excellent communication and presentation skills, with experience working with executive leadership.
- Experience in acquisitions, partnerships, or licensing preferred.
- Passion for content, media, education, and exploring innovative ways to reach audiences.
- Demonstrated ability to take calculated risks, fail fast, learn, and pivot quickly.

Travel Requirements
This position requires some travel (Up to 10%).

Inclusion & Belonging
Capstone embraces equal opportunity and a culture of belonging for all employees and applicants. We are an Affirmative Action and Equal Opportunity Employer. All candidate information will be kept private according to EEO guidelines. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to hrservices@capstonepub.com.

The pay range for this role takes into account the wide range of factors that are considered surrounding compensation including but not limited to: skill sets, experience and training, work location, and other business and organizational needs. At Capstone, it is not typical for an individual to be hired at the top of the range for their role. A reasonable estimate of the annual pay range for this position is $148,000 - $223,000.

Capstone strives to provide comprehensive and market-competitive benefits to meet the needs of our employees and their families. Click here to see our benefits.

Pre-Employment Background Check Required

California Applicants:
Applicants from California can access our California Privacy Notice here.

Employment Authorization:
At this time Capstone unfortunately cannot sponsor or take over sponsorship of an employment visa. To be considered for one of our roles, applicants must be authorized to work in the United States.

Capstone Logistics

Senior Director of New Product Innovation and Growth Lead the development and launch of innovative digital products to generate significant revenue and impact in education technology. Capstone's Senior Director of New Product Innovation and Growth is accountable for identifying, building, launching, and scaling new content-driven digital products that help kids learn and build their literacy skills while creating meaningful new revenue streams. This role explores market needs and opportunities, develops innovative product concepts, assesses acquisition opportunities, and creates strategies to extend existing or new content into new formats and channels.

This is a hands-on product role that owns the full lifecycle from early customer/market insights and product concepts through development, launch and market adoption, with a clear expectation to deliver $5M+ in new product revenue within 3 years of the product’s launch. This is a high-visibility mission within Capstone, with direct accountability to Capstone’s Executive team and regular checkpoints with the Board and Ownership.

The ideal candidate brings their fast pace and experience navigating ambiguity. This role uses creativity and customer insight to drive tangible, high-impact results. The successful candidate will bring a strong product development sensibility, consumer or education go-to-market expertise, and a track record of turning ideas into scalable, revenue producing products.

Our preference is for this role to be hybrid, based out of our Edina, MN location. However, fully remote work may also be considered for the right candidate.

Why You’ll Want To Join Capstone
Have you ever read something that increased your understanding of the world around you? An article, a book, a research paper, a piece of local legislation, even a poem or short story?
Capstone is a mission-driven community of passionate, creative people like you who believe in the power of literacy. Our mission is to make reading fun for kids, so that they never experience literacy as the barrier that prevents them from understanding and engaging with the world around them.
For more than 30 years, Capstone has led the way in K–5 educational publishing, creating award-winning books and digital learning experiences (PebbleGo). The information landscape has changed dramatically since we first started out in 1991, and competition for kids’ attention is at an all-time high. This changing landscape inspires our continued growth and innovation – today’s kids need trusted sources of content more than ever, but their standards for what’s considered engaging have never been higher! At Capstone, we’re excited by that challenge – are you?

Your Responsibilities:
Drive the development, launch, and go-to-market activities for new products. Including the initial innovation and design cycles through product development, launch, and successful market adoption. Key activities include:
- Implementing and owning responsibility for a structured product innovation process, with rapid iterative product prototyping, feedback, and market analysis cycles.
- Hands-on product development work and user and market research – with a mix of independent work and cross-functional collaboration with design, engineering, content, finance, and sales team members.
- Assessing partnership and “build vs. buy” opportunities.
- Creating a business case for a product and market target that will generate $5M in new revenue for Capstone in 3 years.
- Defining success metrics during the innovation process and post-launch phases, including product impact/outcomes, user engagement, market adoption, and revenue goals.
- Defining, hiring, and managing the development and go-to-market teams required for different phases of the product and go-to-market build out.
- P&L accountability for the new product post-launch.

Education, Experience, and Skills desired:
- Bachelor’s degree in Business, Marketing, Education, Media, or a related field; MBA or advanced degree preferred.
- 10+ years of experience in product innovation and management, business development, or content strategy.
- 5+ years of experience successfully building and scaling new products, ventures, or businesses with direct ownership of outcomes.
- Demonstrated experience in identifying growth opportunities and launching product from concept to commercialization, with at least one example of a product generating $3+ in revenue.
- Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
- Hands-on product development/management experience. Content development experience a plus.
- Comfortable operating in a fast-paced, ambiguous, high-pressure environment with significant executive visibility.
- A collaborative, energetic, and dynamic leader who is comfortable working both independently and in teams; navigating ambiguous situations; and supporting change initiatives.
- Excellent communication and presentation skills, with experience working with executive leadership.
- Experience in acquisitions, partnerships, or licensing preferred.
- Passion for content, media, education, and exploring innovative ways to reach audiences.
- Demonstrated ability to take calculated risks, fail fast, learn, and pivot quickly.

Travel Requirements
This position requires some travel (Up to 10%).

Inclusion & Belonging
Capstone embraces equal opportunity and a culture of belonging for all employees and applicants. We are an Affirmative Action and Equal Opportunity Employer. All candidate information will be kept private according to EEO guidelines. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to hrservices@capstonepub.com.

The pay range for this role takes into account the wide range of factors that are considered surrounding compensation including but not limited to: skill sets, experience and training, work location, and other business and organizational needs. At Capstone, it is not typical for an individual to be hired at the top of the range for their role. A reasonable estimate of the annual pay range for this position is $148,000 - $223,000.

Capstone strives to provide comprehensive and market-competitive benefits to meet the needs of our employees and their families. Click here to see our benefits.

Pre-Employment Background Check Required

California Applicants:
Applicants from California can access our California Privacy Notice here.

Employment Authorization:
At this time Capstone unfortunately cannot sponsor or take over sponsorship of an employment visa. To be considered for one of our roles, applicants must be authorized to work in the United States. Senior Director of New Product Innovation and Growth Director Capstone Logistics warehousing best-practices clerk complete-managed-transportation-solutions consulting expedited ftl human-capital information-technology intermodal kpi-reporting local logistics long-haul ltl operations operations-support regional rfp-management sanitation security services software solutions staffing storage supply-chain supply-chain-analysis technology temp-control third-party-logistics transportation transportation-solutions warehouse Edina Minnesota

This role involves managing the full lifecycle of new digital products, from market research to launch, with a focus on revenue growth and market adoption. The candidate will collaborate across teams and own P&L responsibilities, aiming to deliver over $5M in revenue within three years.

Learning and Development Director

Rudolph Community and Care is a nonprofit organization dedicated to providing comprehensive healthcare and social support services to underserved communities. Founded in 1990, the company focuses on delivering compassionate care, community outreach, and wellness programs aimed at improving the quality of life for individuals and families. Their services include in-home care, counseling, and community health education, emphasizing a holistic approach to health and well-being. Rudolph Community and Care is committed to fostering inclusive environments and empowering clients through personalized care plans and community engagement.

The Learning & Development Director will lead the creation and execution of RCC’s organization-wide learning strategy, aligning with our Vivid Vision, values, and long-term goals. This role oversees onboarding, compliance training, leadership development, and career pathways, ensuring our staff are prepared to meet regulatory requirements and the evolving needs of those we serve.

The Learning and Development Director will lead the creation and execution of RCC’s organization-wide learning strategy, overseeing onboarding, compliance training, leadership development, and career pathways.

The Learning & Development Director will lead the creation and execution of RCC’s organization-wide learning strategy, aligning with our Vivid Vision, values, and long-term goals. This role oversees onboarding, compliance training, leadership development, and career pathways, ensuring our staff are prepared to meet regulatory requirements and the evolving needs of those we serve.Requirements:<ul><li> A strategic L&D leader with 7+ years in Learning & Development, Talent Management, or Organizational Development.</li><li> Experienced in scaling programs that deliver measurable business results - ideally in human services, healthcare, or a 245D-licensed setting.</li><li> Skilled in adult learning principles, change management, and modern learning technologies.</li><li> A connector who can engage diverse audiences - from frontline staff to executives.</li><li> A creative problem-solver who thrives on turning vision into reality.</li></ul>Benefits:<ul><li> Health insurance</li><li> Dental insurance</li><li> Vision insurance</li><li> Retirement plan (e.g., 401(k))</li><li> Paid time off (PTO)</li><li> Vacation leave</li><li> Sick leave</li><li> Parental leave</li><li> Remote work options</li></ul>

Rudolph Community and Care

Learning and Development Director The Learning and Development Director will lead the creation and execution of RCC’s organization-wide learning strategy, overseeing onboarding, compliance training, leadership development, and career pathways. The Learning & Development Director will lead the creation and execution of RCC’s organization-wide learning strategy, aligning with our Vivid Vision, values, and long-term goals. This role oversees onboarding, compliance training, leadership development, and career pathways, ensuring our staff are prepared to meet regulatory requirements and the evolving needs of those we serve. Learning and Development Director Director Rudolph Community and Care Healthcare Social Assistance Community Services Savage Minnesota

This role involves developing and implementing learning strategies to support staff development and regulatory compliance. The director will oversee various training programs and ensure alignment with organizational goals.

Customer Success Manager

Vanilla Technologies is a software company specializing in cloud-native solutions and digital transformation services. Founded in 2015, the company focuses on delivering innovative software products and consulting services that help businesses modernize their IT infrastructure and accelerate their digital journeys. Their expertise includes cloud computing, DevOps, and custom software development, serving clients across various industries. Vanilla Technologies aims to empower organizations with scalable, secure, and efficient technology solutions to drive growth and operational excellence.

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

**Working Location:** This role is a remote position, you must be based out of California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Utah, Virginia, Washington, or Washington, D.C.

**Job Summary:** As a Pooled Customer Success Manager (CSM) 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:**
- Manage a shared portfolio of customers, focusing on engagement, adoption, and retention through standardized playbooks.
- Execute automated and trigger-based success plays — including onboarding workflows, adoption nudges, and renewal reminders.
- Monitor account health scores and usage data to identify at-risk customers and drive proactive outreach.
- Support the renewal motion by managing assigned renewal pods or time-based cohorts, ensuring timely communication and coordination with Sales.
- Collaborate cross-functionally with Support, Product, and Marketing to improve the customer experience and surface product insights.
- Contribute to the development and improvement of CS processes, templates, and automation tools for scalable success delivery.
- Document customer interactions and health indicators in CRM systems to maintain full visibility and accountability within the team.
- Track and report portfolio metrics (health, retention, engagement) to drive continuous improvement.
- Act as the voice of the customer, advocating for needs and sharing patterns with leadership to inform strategy.

**Required Qualifications:**
- 2+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
- Proven track record of driving customer retention, renewals, and account growth through consultative engagement.
- Demonstrated ability to manage a high volume of customer accounts with strong attention to detail and prioritization.
- Solid understanding of customer retention principles and how to influence renewal outcomes at scale.
- Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets.
- Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent).
- Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively.
- Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives.
- Process improvement mindset with experience optimizing tools and workflows for scalability.
- Excellent communication and relationship-building skills with high emotional intelligence and empathy.
- Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment.

**Preferred Qualifications:**
- Experience in financial services or wealth management, with a strong understanding of industry-specific client needs.
- Familiarity with regulatory and compliance considerations relevant to financial services clients.
- Background in managing high-value or complex client relationships in a regulated industry.

**Salary Range:** $90,000 to $120,000. 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.

**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.
- Free estate planning documents.
- Budget for learning & development and home office setup.
- Paid parking or transit for hybrid and in-office employees.

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.

Support a large portfolio of clients by managing onboarding, adoption, and retention in a remote, flexible environment.

United States

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

**Working Location:** This role is a remote position, you must be based out of California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Utah, Virginia, Washington, or Washington, D.C.

**Job Summary:** As a Pooled Customer Success Manager (CSM) 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:**
- Manage a shared portfolio of customers, focusing on engagement, adoption, and retention through standardized playbooks.
- Execute automated and trigger-based success plays — including onboarding workflows, adoption nudges, and renewal reminders.
- Monitor account health scores and usage data to identify at-risk customers and drive proactive outreach.
- Support the renewal motion by managing assigned renewal pods or time-based cohorts, ensuring timely communication and coordination with Sales.
- Collaborate cross-functionally with Support, Product, and Marketing to improve the customer experience and surface product insights.
- Contribute to the development and improvement of CS processes, templates, and automation tools for scalable success delivery.
- Document customer interactions and health indicators in CRM systems to maintain full visibility and accountability within the team.
- Track and report portfolio metrics (health, retention, engagement) to drive continuous improvement.
- Act as the voice of the customer, advocating for needs and sharing patterns with leadership to inform strategy.

**Required Qualifications:**
- 2+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
- Proven track record of driving customer retention, renewals, and account growth through consultative engagement.
- Demonstrated ability to manage a high volume of customer accounts with strong attention to detail and prioritization.
- Solid understanding of customer retention principles and how to influence renewal outcomes at scale.
- Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets.
- Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent).
- Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively.
- Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives.
- Process improvement mindset with experience optimizing tools and workflows for scalability.
- Excellent communication and relationship-building skills with high emotional intelligence and empathy.
- Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment.

**Preferred Qualifications:**
- Experience in financial services or wealth management, with a strong understanding of industry-specific client needs.
- Familiarity with regulatory and compliance considerations relevant to financial services clients.
- Background in managing high-value or complex client relationships in a regulated industry.

**Salary Range:** $90,000 to $120,000. 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.

**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.
- Free estate planning documents.
- Budget for learning & development and home office setup.
- Paid parking or transit for hybrid and in-office employees.

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.Requirements:<ul><li> 2+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.</li><li> Proven track record of driving customer retention, renewals, and account growth through consultative engagement.</li><li> Demonstrated ability to manage a high volume of customer accounts with strong attention to detail and prioritization.</li><li> Solid understanding of customer retention principles and how to influence renewal outcomes at scale.</li><li> Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets.</li><li> Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent).</li><li> Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively.</li><li> Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives.</li><li> Process improvement mindset with experience optimizing tools and workflows for scalability.</li><li> Excellent communication and relationship-building skills with high emotional intelligence and empathy.</li><li> Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment.</li></ul>Benefits:<ul><li> Flexible paid time off policy and 10 company-wide paid holidays.</li><li> Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents.</li><li> Medical, dental, and vision benefits coverage for employees and their families.</li><li> 401K eligibility after one month of employment.</li><li> Free estate planning documents.</li><li> Budget for learning & development and home office setup.</li><li> Paid parking or transit for hybrid and in-office employees.</li></ul>

Vanilla Technologies

Customer Success Manager Support a large portfolio of clients by managing onboarding, adoption, and retention in a remote, flexible environment. We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

**Working Location:** This role is a remote position, you must be based out of California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Utah, Virginia, Washington, or Washington, D.C.

**Job Summary:** As a Pooled Customer Success Manager (CSM) 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:**
- Manage a shared portfolio of customers, focusing on engagement, adoption, and retention through standardized playbooks.
- Execute automated and trigger-based success plays — including onboarding workflows, adoption nudges, and renewal reminders.
- Monitor account health scores and usage data to identify at-risk customers and drive proactive outreach.
- Support the renewal motion by managing assigned renewal pods or time-based cohorts, ensuring timely communication and coordination with Sales.
- Collaborate cross-functionally with Support, Product, and Marketing to improve the customer experience and surface product insights.
- Contribute to the development and improvement of CS processes, templates, and automation tools for scalable success delivery.
- Document customer interactions and health indicators in CRM systems to maintain full visibility and accountability within the team.
- Track and report portfolio metrics (health, retention, engagement) to drive continuous improvement.
- Act as the voice of the customer, advocating for needs and sharing patterns with leadership to inform strategy.

**Required Qualifications:**
- 2+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
- Proven track record of driving customer retention, renewals, and account growth through consultative engagement.
- Demonstrated ability to manage a high volume of customer accounts with strong attention to detail and prioritization.
- Solid understanding of customer retention principles and how to influence renewal outcomes at scale.
- Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets.
- Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent).
- Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively.
- Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives.
- Process improvement mindset with experience optimizing tools and workflows for scalability.
- Excellent communication and relationship-building skills with high emotional intelligence and empathy.
- Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment.

**Preferred Qualifications:**
- Experience in financial services or wealth management, with a strong understanding of industry-specific client needs.
- Familiarity with regulatory and compliance considerations relevant to financial services clients.
- Background in managing high-value or complex client relationships in a regulated industry.

**Salary Range:** $90,000 to $120,000. 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.

**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.
- Free estate planning documents.
- Budget for learning & development and home office setup.
- Paid parking or transit for hybrid and in-office employees.

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. Customer Success Manager Technical Customer Success Manager Vanilla Technologies Information Technology and Services Software Development Cloud Computing California Colorado Connecticut Florida Georgia Idaho Illinois Kentucky Maine Massachusetts Minnesota New Jersey New York Ohio Pennsylvania Rhode Island South Carolina South Dakota Texas Utah Virginia Washington Washington, D.C.

As a Customer Success Manager at Vanilla, you will oversee customer outcomes across multiple accounts, focusing on onboarding, adoption, and retention. This role offers remote work within specific U.S. states and involves collaboration across teams to enhance customer satisfaction.

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