Customer Success Manager

Customer Success Manager

at Vendr (View all jobs)

PST Time Zone

About Vendr

Vendr is forever changing how companies buy and renew SaaS. With over $2 billion in SaaS purchases across 2,300+ suppliers, the Vendr SaaS buying platform enables the world’s fastest-growing companies to purchase SaaS, without friction and at a fair price. Headquartered in Boston with a second location in Charleston and over 340+ employees, we are building a team that can take us to the future state of frictionless buying. Some customers include HubSpot, The Washington Post, and DraftKings.

The Vendr culture is one where kindness, teamwork, mutual support, and bold initiative are encouraged. Read more about our values.

In June 2022, we raised $150M in Series B funding at a $1B valuation, co-led by Craft Ventures and SoftBank with return investments from Tiger Global, Sound Ventures (Ashton Kutcher & Guy Oseary), Y Combinator, and others.

Since 2018, we have:

• Managed $2 Billion+ in software spend
• Saved $304M+ for our customers
• Given our customers thousands of hours back to focus on the important parts of their job

And we’re just getting started. This is your chance to join as we enter hyper-growth and make a massive impact, forever changing the way people buy and sell B2B SaaS.

As a member of the Vendr’s customer success organization, the Customer Success Manager is responsible for engagement value delivered to Vendr’s customers. A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Vendr’s clients to their desired outcomes, and drive value. By monitoring the health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities. This role will be remote but working PST hours to support our clients.

You will:

Strengthen the client’s relationship health post-sale by deeply embedding in the accounts to drive high engagement. Serve as a client advocate, driving strong renewal rates.

• Understand the client’s business initiatives and map to Vendr’s portfolio of products and services.
• Create, execute, and deliver a strong client engagement strategy, informed by the client executive’s overall account strategy. This includes: execution of services provided to the client; formal and informal client check-ins; onboarding; partnership reviews; and the delivery of other value-added services based on the mutually agreed upon engagement plan with the client.
• Align with the client champion on the account strategy by meeting them regularly to discuss account health, value driven, and engagement levels and to share potential new opportunities for the client to receive value from our partnership.
• Orchestrate the quality and timely delivery of products or services purchased by working with the relevant partners in the product, research, and/or consulting organizations to ensure that client success measures are met and value is maximized.

You have:

• 5 to 8 years of experience in driving successful solution-oriented client engagement, handling difficult internal and external business challenges, and delivering exceptional client service resulting in high client retention.
• Experience in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.
• Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.
• The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results.
• Relevant business experience in demonstrating a commercial mindset and an understanding of selling moments.
• Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients.
• Successful navigation of business processes, specifically sales and procurement.
• A high degree of organization and proficiency in leveraging internal systems.
• Successful navigation of business systems and processes to obtain high client advocacy and business results.
• Excellent verbal and written communication skills.
• Strong social and storytelling abilities.
• A proficiency in technology.
• Able to travel for customer onsite visits & events as required

Additional Benefits & Growth

• Best-in-breed onboarding
• Training in sales methodology
• An inclusive and kind company culture
• Intra-departmental mentor and buddy program for in-house networking
• Continuous professional development, product training, and career pathing

Why Vendr

• We’re rapidly growing, (2-3x growth YoY in ARR, 2x headcount growth YoY)
• We’re a disruptor, we’re changing the way saas is purchased and managed
• We have the right value proposition at this time, (we save companies time and money and help them grow efficiently)
• We’re a startup with durable growth, (25M+ ARR, 530+ active customers, financially backed with our recent Series B raise)
• We have great people and a strong culture, (check out our values here)
• Competitive pay & benefits **applicable to U.S. employees, ask our team for details on our International benefits**
  • Medical, Dental, Vision with company paid premiums
  • HSA contribution
  • Flexible/unlimited PTO
  • 12 paid company holidays in addition to PTO
  • 4% 401k matching
  • WFH stipend
  • Education & wellness reimbursement
  • All Mac environment

Vendr is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. While we are interested in qualified applicants who are permanently eligible to work for any employer in the United States, we are unable to sponsor or take over sponsorship for employment visas at this time.