Principal Customer Success Manager - Strategic
Job Summary
Job Description
Vendavo is seeking a Strategic Customer Success Manager (CSM) to join their growing team. This role is responsible for managing complex, high-value accounts, strengthening relationships with senior leaders, and driving adoption and value realization of Vendavo's solutions. The CSM will develop success plans, mitigate renewal risks, share best practices, act as a customer advocate, monitor customer health metrics, identify expansion opportunities, and provide thought leadership. The position requires a minimum of 7 years of experience in Customer Success or a related role managing complex customer accounts, experience with B2B pricing/quoting/rebate/analytics solutions, understanding of commercial business processes, sales methodologies, project governance, and business systems integration. Experience with SaaS solutions and managing enterprise accounts is also required. The role is fully remote with travel up to 10% and supports international time zones.
Must have:
- 7+ years in Customer Success or account management
- Experience with complex B2B pricing/quoting solutions
- Understanding of commercial business processes
- Proficiency in sales methodologies
- Knowledge of project governance
- Experience with business systems integration
- Enterprise account management experience
- Strong SaaS experience
- Ability to build executive relationships
- Experience managing global accounts
Good to have:
- Familiarity with pricing or CPQ solutions
- Mentoring junior CSMs
Perks:
- Fully remote
- Flexible working hours
- 25 vacation days
- 4 recharge days per quarter
- 16 hours paid volunteer time
- Group Life Insurance
- Income Protection Insurance
- Accident Insurance
- Pension Salary Exchange Scheme
- Optional Medical Insurance
- Travel insurance for business travels
- Cell phone allowance up to 80 GBP per month
- High-end laptop (Dell XPS or Mac)
- Quarterly team events
- Competitive pay and bonus/commission
5 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 Strategic 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 Strategic CSM is proactive in driving adoption, value realization and aligning Vendavo’s solutions with the customer’s long-term business strategy.
THE OPPORTUNITY
- Account Complexity Management: Manage highly complex accounts involving multiple solutions, stakeholders, and geographies. Drive coordination across business units and projects to ensure a unified and strategic approach.
- Drive Adoption and Value Realization: Lead efforts to ensure customers are fully adopting and realizing maximum value from Vendavo’s solutions. Collaborate with internal teams to support customers in achieving their strategic goals.
- Success Planning: Develop and implement joint success plans with customers that map out milestones, desired outcomes, and KPIs, ensuring alignment with the customer’s long-term business strategy.
- Risk Mitigation: Develop and implement strategies to mitigate risk to renewals. Working cross-functionally to align resources.
- Best Practices Sharing: Act as a trusted advisor, sharing industry best practices and insights across the customer’s business units and geographies to optimize solution usage.
- Customer Advocacy: Serve as the customer’s advocate within Vendavo, influencing product development and driving internal alignment to address customer needs.
- Data-Driven Insights: Monitor and report on key customer health metrics (e.g., usage, value realization, customer satisfaction, churn risk) to proactively identify risks and opportunities.
- Cross-sell Expansion: Identify expansion opportunities, aligning additional Vendavo solutions with the customer’s evolving business needs.
- Thought Leadership: Provide strategic guidance and thought leadership to customers by staying informed about industry trends and emerging business challenges.
- Coaching and Mentorship: Mentor and coach junior CSMs, providing strategic guidance to help them manage less complex accounts effectively.
- Other duties as assigned.
THE SKILL SET
- Minimum 7 years of experience in Customer Success or a related role managing complex customer accounts at a strategic 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
- Fully remote based with the flexibility to work from anywhere in the UK
- Flexible working hours
- Working within a team of friendly, skilled people where help is always within reach
- 25 vacation days per year in addition to public holidays
- 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 hours of paid volunteer time per year
- Group Life Insurance
- Income Protection Insurance
- Accident Insurance
- Pension Salary Exchange Scheme
- Optional Medical Insurance
- Travel insurance for business travels
- Cell phone allowance up to 80£ per month
- High-end laptop (Dell XPS or Mac)
- Quarterly team events (bowling, boat cruise, after-work)
- Competitive pay and bonus/commission
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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