Principal Customer Success Manager - Strategic

Summary

Join Vendavo's growing Customer Success team as a Strategic 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 proactive risk mitigation, sharing best practices, and acting as a customer advocate within Vendavo. You will monitor key customer health metrics, identify expansion opportunities, and provide strategic guidance and thought leadership. Mentoring junior CSMs is also part of the responsibilities. The position requires significant experience in customer success and managing complex accounts.

Requirements

• 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
• 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

• Manage highly complex accounts involving multiple solutions, stakeholders, and geographies
• Drive coordination across business units and projects to ensure a unified and strategic approach
• 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
• 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
• Develop and implement strategies to mitigate risk to renewals
• Working cross-functionally to align resources
• Act as a trusted advisor, sharing industry best practices and insights across the customer’s business units and geographies to optimize solution usage
• Serve as the customer’s advocate within Vendavo, influencing product development and driving internal alignment to address customer needs
• Monitor and report on key customer health metrics (e.g., usage, value realization, customer satisfaction, churn risk) to proactively identify risks and opportunities
• Identify expansion opportunities, aligning additional Vendavo solutions with the customer’s evolving business needs
• Provide strategic guidance and thought leadership to customers by staying informed about industry trends and emerging business challenges
• Mentor and coach junior CSMs, providing strategic guidance to help them manage less complex accounts effectively
• 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