Enterprise Customer Success Manager

Summary

Join Vendavo's growing Customer Success team as an Enterprise Customer Success Manager (CSM) and play a key role in managing complex, high-value accounts. You will maintain and strengthen relationships with senior leaders, driving adoption, value realization, and aligning Vendavo's solutions with customer long-term strategies. This role involves advocating customer needs, collaborating on account plans, cultivating relationships for retention and satisfaction, and developing partner relationships. You will also monitor customer health metrics, communicate with departmental leaders, champion customer needs regarding software features, and support sales for upsell opportunities. The position requires experience in customer success, managing enterprise accounts, and familiarity with pricing and analytics solutions. Vendavo offers a fully remote position with flexible hours and various benefits.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

Familiarity with pricing or CPQ solutions is a plus

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