Senior Customer Success Manager

As a Senior Customer Success Manager, you’ll partner with Solution Architects and Account Executives to help customers adopt Vendia’s innovative Universal Application platform. You’ll contribute to all stages of the customer’s buying and adoption journey, from preparing for success during pre-sales discovery and use case exploration through delivering success during post-sales onboarding and advising. You'll also help to define and refine the customer journey, based on experience unlocking key strategic accounts.  As an expert in both the customer’s business objectives as well as Vendia’s capabilities, you’ll be well positioned to help customers maximize Vendia's value proposition. 

Working closely with a Solution Architect on every customer account, you’ll help customers work through challenges that could derail their adoption or limit usage and work with support teams in ensuring customer issues and questions are resolved.  You’ll routinely harvest product suggestions from your depth and breadth of customer engagements and communicate these back to the product management team, creating a feedback loop of product optimization that helps delight existing customers and opens new sales opportunities. Most importantly, you are the customer’s go-to point of contact to create a sense of trust and future of success by building on Vendia.

Vendia is seeking a Senior Customer Success Manager with extensive public cloud and/or Software as a Service (SaaS) experience. Qualified candidates will have spent many years in a customer-facing role enabling companies to adopt innovative offerings and industry best practices. You should be an exceptional communicator and organizer, and be comfortable in front of senior/executive level technical and non-technical customers. You should routinely produce compelling, technical collateral such as getting started guides and best practice whitepapers and use it to enable customer success.

We are a virtual company seeking U.S.-based employees who can operate within +/- 3 hours of the US Pacific Time Zone.

As a Senior Customer Success Manager, you will be responsible for:

• Design and establish repeatable customer success processes, including repeatable approaches to engage customers and approach for collaborating with teams across Vendia
• Grow and develop customer success team members by creating aligned personal and team goals that establish a mature and influential customer success department
• Leading other customer success team members to ensure the success of the customer’s experience
• Influencing intent to renew and expand through collateral, presentations, customer-specific TCO, and other analyses, and developing new ways to influence that intent
• Leading data-driven conversations to assist clients in performing projections related to cost, consumption, and return on investment
• Demonstrating relentless customer obsession, viewing customer success as your own, and advocating internally for customer features, capabilities, and needs
• Building organizational alignment by partnering with solution architect, sales, and marketing teams to create compelling content that accelerates buying decisions and positively impacts customers throughout their journey
• Engaging support and engineering teams to assist in addressing customer questions or issues, including tracking them through completion.
• Improving adoption rates and customer satisfaction by creating Getting Started guides, improving existing (and producing new) documentation where necessary to augment the engineering team’s outputs, and refining the overarching methodology for customer experience
• Conduct regular touch points with customers for timely onboarding, understanding success criteria, and showcasing product evolutions
• Provide measurable success across key outcomes within focus: 
• Customer trust, sentiment, and net promoter score
• Customer usage growth 
• Customer use case expansion

Minimum Requirements:

• 5+ years experience as a customer success manager, technical account manager, or technical consultant with direct customer-facing responsibilities using public cloud or SaaS technologies
• Experience in customer management, escalation management, and defect triage
• Track record of success in growing customers through guiding them to increase product usage and identifying upsell/cross-selling opportunities 
• Ability to plan projects, communicate status, and deliver results
• 4 year undergraduate degree in a technical field or equivalent experience
• Professional written and verbal communication skills

Preferred:

• Prior experience at a startup or similar fast-paced environment, ideally with cloud-based applications, infrastructure services, and/or enterprise SaaS offerings
• Transparent work products, such as: published books or blogs on industry topics of interest; YouTube videos of public speaking engagements, such as conference presentations
• Experience supporting enterprise customers in one or more of: cloud operations, technical support, escalation management or IT consulting

About Vendia

Vendia is the only real-time data cloud company that enables customers to free critical data stuck in traditional applications, data stores, cloud service providers, and other silos. We provide the undifferentiated services and infrastructure necessary to share data safely and securely. By combining serverless blockchains, ledgers, access control, smart APIs and more, Vendia delivers governance and compliance with industry standards, allowing companies to focus on what matters most: their customer experience.

Our customers span industries – from automotive and food & beverage, to travel, hospitality, and not-for-profits. They use Vendia to solve challenging data sharing and data integration problems: real-time supply chain and logistics tracking, settlement of physical and digital contracts, consolidating the data needed to drive AI/ML inferencing, and more. Our employees helped create industry-changing services like AWS Lambda, DynamoDB, API Gateway, and many more. We are taking that expertise and continuing the tradition at Vendia. We build disruptive, innovative technologies that combine the best of Serverless, distributed ledgers, and massively scaled cloud-based services that deliver business value to our customers.

Vendia is a rapidly growing, minority-owned startup headquartered in San Francisco and Seattle, serving the needs of enterprises around the globe. Our recent $30M Series B investment has enabled us to accelerate our vision of multi-party data sharing, and we are growing rapidly. We embrace remote workers but also love interactive development. Our culture is dynamic, with a focus on rapid, iterative delivery and continuous learning from customer engagements. Most importantly, we are a "succeed or fail together" company - everyone here plays nicely with each other, a culture we’ve enshrined in our Kind Humans Policy, and a key requirement for all job applicants.