2+ years in Customer Success or Account Management, preferably in B2B SaaS
Demonstrated experience managing the full client lifecycle
Ability to handle multiple high-priority accounts simultaneously
Creative and persistent in retention strategies
Willingness to travel for in-person customer meetings
Self-starter with strong accountability
Excellent communication skills for navigating tough conversations
Responsibilities
Manage the entire customer lifecycle from onboarding to renewals
Simultaneously oversee a portfolio of 9+ active accounts
Lead onboarding and training programs for quick product adoption
Conduct proactive meetings and renewal processes to maintain engagement
Negotiate renewals and expansions with a focus on ROI
Employ creative strategies to retain at-risk accounts
Travel to customer sites at least twice a month to enhance relationships
Engage in community building through webinars and events
Benefits
Competitive base salary and bonus
Equity options
Comprehensive healthcare including medical, dental, and vision
401(k) retirement plan
Daily catered lunch in the NYC office
Unlimited PTO with two company-wide shutdowns annually
Full Job Description
We9re looking for a Customer Success Manager (SMB) who has been in the trenches of a high-growth B2B SaaS company, knows what it takes to manage a complex book of business, and is excited by the opportunity to help shape how we do Customer Success at Vendelux. If you thrive in a fast-paced, high-accountability environment and love the challenge of turning at-risk accounts into long-term champions, we want to talk.
This role is hybrid, 4 days a week in our NYC office.
What You9ll Do
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 - expect to juggle 9+ active workstreams at any given time
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 clear ROI
Drive retention with a relentless, creative approach - exhaust every option before accepting churn, whether that9s a LinkedIn message, an in-person office visit, a free pilot extension, or bringing in leadership to save the relationship
Travel to customer sites a minimum of 2 days per month to strengthen relationships and accelerate outcomes
Contribute to community building across the customer base through webinars, case studies, and events
Who You Are
2+ years of experience in Customer Success, Account Management, or a hybrid of both - ideally at a B2B SaaS or high-growth tech company
Proven track record of owning the full client lifecycle: onboarding, adoption, renewals, upsells, and negotiations
Thrives in a fast-paced environment managing multiple high-priority accounts simultaneously without dropping the ball
Relentless when it comes to retention - you get creative, you show up, and you don9t give up on an account easily
Comfortable traveling to meet customers in person and building face-to-face relationships
Highly accountable self-starter who doesn9t need to be chased for updates
Strong communicator who can navigate difficult conversations with customers and internal stakeholders alike
Benefits
Competitive base salary and bonus
Equity
Healthcare covering medical, dental and vision
401(k)
Catered lunch every day in our NYC office
Unlimited PTO plus two company-wide shutdowns during the July 4th week and the Christmas - New Year9s week
Not all candidates will check all of the requirements listed above and that9s ok! We are open to great people from non-traditional backgrounds.
