Enterprise Customer Success Manager (CSM)

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 an 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 an 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 (Windows 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