Principal Customer Success Manager - Strategic (Remote)

Vendavo Inc; Denver (CO); Hybrid; USD 118,000 - 145,000; Full time

Job summary

A global leader in pricing solutions, Vendavo Inc, is seeking a Strategic Customer Success Manager with expertise in managing complex customer accounts. The role involves fostering relationships with senior executives, ensuring customers derive maximum value from Vendavo's offerings. The ideal candidate will possess significant experience in customer success, and analytical skills, and have a deep understanding of commercial business processes. The position offers flexibility, unlimited PTO, competitive pay, and comprehensive benefits.

Benefits

Unlimited PTO

16 weeks paid parental leave

$110 monthly for cell phone and internet

High-end laptop provision

401k plan with employer contribution

Qualifications

• Minimum 7 years of experience in Customer Success or managing complex customer accounts.
• Experience in B2B pricing, quoting, and analytics solutions.
• Understanding of commercial processes like quote to cash.

Responsibilities

• Manage high-complexity accounts across multiple solutions and geographies.
• Drive customer adoption and ensure value realization from solutions.
• Develop joint success plans that align with customer long-term strategies.

Skills

Customer Success

Relationship Management

Strategic Planning

Data Analysis

Problem Solving

Job description

We’re a growing team, and as we scale, so does our need to focus on expanding our Customer Success team. You’ll be joining a people-focused company, and as a Strategic Customer Success Manager (CSM) you will be a key player within the Vendavo organization, responsible for managing complex, high-value accounts. This role is focused on maintaining and strengthening relationships with senior leaders and decision-makers across various business units and geographies. The Strategic CSM is proactive in driving adoption, value realization and aligning Vendavo’s solutions with the customer’s long-term business strategy.

THE OPPORTUNITY

• Account Complexity Management: Manage highly complex accounts involving multiple solutions, stakeholders, and geographies. Drive coordination across business units and projects to ensure a unified and strategic approach.
• Drive Adoption and Value Realization: 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.
• Success Planning: 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.
• Risk Mitigation: Develop and implement strategies to mitigate risk to renewals. Working cross-functionally to align resources.
• Best Practices Sharing: Act as a trusted advisor, sharing industry best practices and insights across the customer’s business units and geographies to optimize solution usage.
• Customer Advocacy: Serve as the customer’s advocate within Vendavo, influencing product development and driving internal alignment to address customer needs.
• Data-Driven Insights: Monitor and report on key customer health metrics (e.g., usage, value realization, customer satisfaction, churn risk) to proactively identify risks and opportunities.
• Cross-sell Expansion: Identify expansion opportunities, aligning additional Vendavo solutions with the customer’s evolving business needs.
• Thought Leadership: Provide strategic guidance and thought leadership to customers by staying informed about industry trends and emerging business challenges.
• Coaching and Mentorship: Mentor and coach junior CSMs, providing strategic guidance to help them manage less complex accounts effectively.
• Other duties as assigned.

THE SKILL SET

• 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. Familiarity with pricing or CPQ solutions is a plus.
• 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.

THE BENEFITS

• Flexibility to work from home or in the office, depending on what works best for you
• Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take vacation during the year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 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 weeks of paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• $110 a month to cover your cell phone and internet expenses
• High-end laptop (Dell XPS or Mac)
• Competitive pay and bonus/commission
• Comprehensive health, detail, vision, and mental benefit options (PPO, FSA, HSA)
• 401k plan with a 3% employer non-election contribution

The national minimum salary is $118,422 base and benefits. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

*Note: Disclosure as required by CA, CO, NY, and WA Pay Transparency Law