Job description
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
- 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 $118,422 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
