Growth-Driven SMB Customer Success Manager

Cervin; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive base salary

Equity

Healthcare covering medical, dental, и

401(k)

Catered lunch in NYC office

Unlimited PTO + two company-wide shut‑

Job summary

Vendelux is seeking a Customer Success Manager (SMB) to manage a complex B2B SaaS book, drive onboarding, renewals, and expansions, and champion retention in a fast-paced, high-accountability environment. This hybrid NYC-based role requires travel and hands-on customer engagement to maximize ROI and growth.

You will own a portfolio, run structured onboarding programs, and lead renewal campaigns while collaborating with cross-functional teams to ensure customer success.

Qualifications

• 2+ years of experience in Customer Success, Account Management, or a hybrid of both in a B2B SaaS or high-growth tech company.
• Proven track record owning the full client lifecycle: onboarding, adoption, renewals, upsells, and negotiations.
• Thrives in a fast-paced environment managing multiple high-priority accounts.
• Relentless about retention and creative in salvaging at-risk relationships.
• Comfortable traveling to meet customers in person and building face-to-face relationships.
• Highly accountable self-starter who doesn't need to be chased for updates.
• Strong communicator with stakeholders and customers.

Responsibilities

• Function as a true account manager across the full customer lifecycle — from onboarding and enablement through renewals, upsells, and negotiations.
• Own a portfolio of accounts simultaneously, managing competing priorities with urgency and precision.
• Lead structured onboarding and training programs that drive fast time-to-value and long-term product adoption.
• Run proactive meeting campaigns and renewal processes, ensuring no account goes dark or falls through the cracks.
• Negotiate renewals and expansions with confidence, building strong business cases that demonstrate ROI.
• Drive retention with a relentless, creative approach — exhaust every option before accepting churn.
• Travel to customer sites a minimum of 2 days per month to strengthen relationships.
• Contribute to community building across the customer base through webinars, case studies, and events.

Skills

Account management

Customer success

Renewals

Upsells

Negotiations

Job description

Vendelux is seeking a Customer Success Manager (SMB) to manage a complex B2B SaaS book, drive onboarding, renewals, and expansions, and champion retention in a fast-paced, high-accountability environment. This hybrid NYC-based role requires travel and hands-on customer engagement to maximize ROI and growth.

You will own a portfolio, run structured onboarding programs, and lead renewal campaigns while collaborating with cross-functional teams to ensure customer success.