Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Advocate for customer needs throughout the customer lifecycle, understanding their business challenges and industry trends while consulting on how Vendavo can assist them in achieving their objectives.

• Work collaboratively with the account team to formulate account plans and define actionable steps.

• Build and nurture relationships to enhance adoption, ensure customer retention, and uphold high levels of customer satisfaction.

• Foster partner-focused relationships with key contacts within accounts.

• Address customer concerns by effectively collaborating with internal teams to ensure resolution capabilities.

• Collaborate with Vendavo Subject Matter Experts (SMEs) and customer stakeholders to advocate for and anticipate customer needs.

• Monitor and report on Customer Health Metrics, including Usage, Value Measurement, Customer Satisfaction, Churn Risk, and Maturity Model, among others.

• Communicate with departmental leaders to guarantee alignment with customer requirements, promote best practices, and disseminate relevant information to the appropriate internal teams.

• Champion customer needs concerning software feature requirements.

• Support Sales in identifying upsell opportunities.

• Perform other duties as assigned.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success or a related field managing complex customer accounts at an enterprise level.

• Experience with pricing, quoting, rebate, or analytics solutions within a B2B context: Ability to articulate value propositions and their integration into business processes.

• Understanding of commercial business processes such as quote to cash, list pricing, and dynamic pricing.

• Proficiency in Sales/Account Management processes: Demonstrated experience with sales methodologies such as Challenger Sale, ForceManagement, MEDDPICC, or similar techniques.

• Knowledge of project governance principles, particularly as they pertain to complex software implementations.

• Familiarity with business systems integration principles, including integration and data transformation.

• Willingness to learn about business processes and technical use cases related to Vendavo solutions.

• Experience in enterprise account management, specifically managing large customer relationships with revenues exceeding $1 billion and a global footprint.

• Strong background in SaaS software solutions, with familiarity in pricing or CPQ solutions being advantageous.

• Proven ability to engage and establish relationships with customer executives and key decision-makers.

• Experience managing accounts across multiple geographies and business units, ensuring consistency in outcomes.

• Proficient in leveraging data to derive insights, track performance, and facilitate meaningful discussions with customers.

• Willingness to travel up to 10% and support various international time zones.

🏝️ Benefits

• Flexibility to work from home or the office, based on your personal preferences.

• Unlimited PTO for vacation, sick leave, and mental health days—encouraging everyone to take time off during the year to spend with family, explore, rest, and recharge.

• Four recharge days each quarter, where the entire company takes a brief pause across all locations for one day, allowing you to recharge and regain energy.

• 16 weeks of paid parental leave with health benefits for all parents, along with flexible re-entry schedules upon returning to work.

• $110 monthly allowance to cover cell phone and internet expenses.

• High-end laptop (Windows or Mac) provided.

• Competitive salary along with bonus and commission opportunities.

• Comprehensive health, dental, vision, and mental health benefit options (PPO, FSA, HSA).

• 401(k) plan featuring a 3% employer non-elective contribution.