Enterprise Customer Success Manager
New
V
VendavoSaaS
RemoteFull-TimeSenior
SalaryCompetitive pay and bonus/commission
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Job Details
- Experience
- 7+ years
- Required Skills
- Stakeholder managementCustomer SuccessSaaSAccount Management
Requirements
- 7+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role.
- Experience with ownership of retention and renewal outcomes for enterprise accounts.
- Proven experience managing large enterprise customer relationships with complex stakeholder groups and multiple business units.
- Demonstrated ability to build and manage customer success plans, account plans, or value realization plans.
- Strong relationship-building skills with experience engaging customer executives and decision-makers.
- Experience navigating customer escalations, renewal cycles, and adoption challenges.
- Proficiency in using data to identify trends, communicate insights, and guide customer conversations.
- Strong understanding of SaaS business models, customer adoption, renewal management, and value realization.
- Excellent communication, facilitation, organization, and stakeholder management skills.
- Understanding of commercial processes such as quote-to-cash, list pricing, and dynamic pricing.
Responsibilities
- Own gross and net retention across a focused portfolio of complex enterprise accounts, building account strategies that support renewal, adoption, and long-term growth.
- Develop and maintain success plans for each account that define customer goals, value drivers, key initiatives, stakeholders, and measurable outcomes.
- Run a structured cadence of engagement across each account, including regular business reviews, stakeholder check-ins, adoption discussions, and executive touchpoints.
- Build trusted relationships with customer executives, decision-makers, and day-to-day champions across business units, geographies, and functions.
- Use customer health signals, product usage, value realization data, satisfaction feedback, and account context to identify risks, opportunities, and next-best actions.
- Partner cross-functionally with Product, Support, Services, Sales, and leadership teams to resolve customer issues and keep internal stakeholders aligned.
- Represent customer requirements, feedback, and business context to Vendavo product and services teams.
- Collaborate with Account Managers to identify expansion opportunities based on customer maturity, business priorities, and adoption patterns.
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