Enterprise Customer Success Manager
Job Summary
Job Description
We are seeking an Enterprise Customer Success Manager (CSM) to join our growing team. In this role, you will be a key player responsible for managing complex, high-value accounts, focusing on maintaining and strengthening relationships with senior leaders across various business units and geographies. You will proactively drive adoption, ensure value realization, and align Vendavo’s solutions with the customer’s long-term business strategy. Your responsibilities include advocating customer needs, understanding business challenges, and consulting on how Vendavo can help clients achieve their objectives. You will collaborate with account teams, cultivate relationships for retention and satisfaction, and work with internal teams to resolve customer concerns. Monitoring customer health metrics and championing customer needs for software features are also key aspects of this position.
Must have:
- Minimum 5 years of experience in Customer Success
- Experience managing complex enterprise accounts
- Experience with pricing, quoting, rebate, or analytics solutions in B2B
- Understanding of commercial business processes
- Proficiency in sales/account management processes
- Knowledge of project governance principles
- Understanding of business systems integration
- Experience managing large enterprise customer relationships
- Strong experience with SaaS software solutions
- Ability to engage with customer executives and decision-makers
- Experience managing multi-geography accounts
- Proficient in using data for insights and performance tracking
Good to have:
- Familiarity with pricing or CPQ solutions
- Willingness to learn Vendavo business processes and technical use cases
Perks:
- Flexibility to work from home or in the office
- Unlimited PTO
- 4 recharge days per quarter
- 16 weeks paid parental leave
- $110 monthly for cell phone and internet
- High-end laptop (Dell XPS or Mac)
- Competitive pay and bonus/commission
- Comprehensive health, dental, vision, and mental benefits
- 401k plan with 3% employer contribution
3 skills required
Job Details
We’re a growing team, and as we scale, so does our need to focus on expanding our Customer Success team. You’ll be joining a people-focused company, and as a Enterprise Customer Success Manager (CSM) you will be a key player within the Vendavo organization, responsible for managing complex, high-value accounts. This role is focused on maintaining and strengthening relationships with senior leaders and decision-makers across various business units and geographies. The Enterprise CSM is proactive in driving adoption, value realization and aligning Vendavo’s solutions with the customer’s long-term business strategy.
THE OPPORTUNITY
- Advocating customer needs throughout the customer lifecycle, understand customer business challenges, and industry trends consulting on how Vendavo can help them achieve their objectives
- Collaborate with the account team to develop account plan and call-to-actions
- Cultivate relationships to drive adoption, ensure retention, and maintain high overall customer satisfaction
- Develop partner focused relationships with key account contacts
- Understand customer concerns working effectively with internal teams to ensure our ability to resolve them
- Partner with Vendavo SME’s and customer stakeholders advocating and anticipating the needs of customers
- Monitor and report out Customer Health Metrics (Usage, Value measurement, Customer Sat, Churn Risk, Maturity Model, etc.)
- Communicate with departmental leaders to ensure alignment of customer requirements, encourage best practices, and share relevant information with the appropriate internal team
- Champion customer needs relative to software feature requirements
- Supporting Sales when upsell opportunities are identified
- Other duties as assigned.
THE SKILL SET
- Minimum 5 years of experience in Customer Success or a related role managing complex customer accounts at a Enterprise level.
- Experience with pricing, quoting, rebate, or analytics solutions in a B2B environment: Able to articulate value propositions and integration into business processes.
- Commercial Business Processes: Able to demonstrate an understanding of commercial processes such as quote to cash, list pricing, dynamic pricing, etc.
- Sales/Account Management Process Proficiency: Demonstrated proficiency with sales methodologies such as Challenger Sale, ForceManagement, MEDDPICC, or similar techniques.
- Project Governance Knowledge: Understanding of the principles of effective Project Governance, especially as it relates to complex software implementation.
- Business Systems Integration: Able to understand the principles of business systems interaction through integration and data transformation.
- Vendavo Solutions: Willingness to learn business process and technical use cases as they relate to Vendavo solutions.
- Enterprise Account Management: Experience managing large enterprise customer relationships (>$1 Billion in Revenue and global presence).
- Strong experience with SaaS software solutions. Familiarity with pricing or CPQ solutions is a plus.
- Demonstrated ability to engage and build relationships with customer executives and key decision-makers.
- Experience managing accounts that span multiple geographies and business units, driving consistency in outcomes.
- Proficient in using data to derive insights, track performance, and drive meaningful conversations with customers.
- Willingness to travel up to 10% and support international time zones.
THE BENEFITS
- Flexibility to work from home or in the office, depending on what works best for you
- Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take vacation during the year to ensure dedicated time to spend with loved ones, explore, rest and recharge
- 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
- 16 weeks of paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
- $110 a month to cover your cell phone and internet expenses
- High-end laptop (Dell XPS or Mac)
- Competitive pay and bonus/commission
- Comprehensive health, detail, vision, and mental benefit options (PPO, FSA, HSA)
- 401k plan with a 3% employer non-election contribution
The national minimum salary is $83,995 base and benefits. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
*Note: Disclosure as required by CA, CO, NY, and WA Pay Transparency Law
THE VENDAVO STORY
Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.
OUR SAAS PRODUCTS
Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager. You can learn more about our products here.
OUR FUNDING
We are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.
OUR CULTURE & YOU
We collaborate with our customers unlike any others in our industry. Anchored in our values (Move with Integrity, Be Clear, Win as One, Solve for the Customer, Build What’s Next), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.
Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.
OUR TEAM IS GROWING. YOU WILL TOO.
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