Digital Customer Success Manager

About the role

Vendavo is looking for a Digital Customer Success Manager to support our growing customer base through scalable, data-driven engagement. You will manage a pooled segment of clients, ensuring they realize value from our software through proactive outreach and digital resources rather than a traditional named account portfolio.

Key facts

What you'll do

• Act as the primary point of contact for a pooled group of customers, guiding them through their lifecycle.
• Execute scalable engagement programs including webinars, lifecycle campaigns, digital communications, and office hours.
• Monitor customer health, usage patterns, and support activity to identify where proactive intervention is needed.
• Connect customers with internal subject matter experts and Vendavo resources to resolve challenges.
• Serve as an escalation point to ensure customer issues are handled with transparency and speed.
• Collaborate with Customer Success Operations to refine playbooks, automation, reporting, and overall customer journeys.
• Provide feedback to Product and Services teams based on customer needs and insights.
• Evaluate the effectiveness of engagement strategies to improve retention and operational efficiency.

Requirements

• 3-5 years of experience in Customer Success, Account Management, Customer Support, or Customer Operations.
• Background in SaaS, technology, or subscription-based business models supporting multiple customers simultaneously.
• Ability to manage high-volume interactions while maintaining a consistent user experience.
• Experience using customer health signals, adoption metrics, and engagement data to prioritize tasks.
• Excellent written and verbal communication skills for digital channels like email, virtual meetings, and community forums.
• Ability to work in a metrics-driven environment with defined operational targets.
• Willingness to support customers across North American and European time zones.

Nice to have

• Experience in Digital, Tech Touch, or Scaled Customer Success environments.
• Proven ability to build or execute lifecycle programs, adoption campaigns, or customer education initiatives.
• Familiarity with pricing, CPQ, quote-to-cash, or commercial excellence software.
• Experience partnering with operations teams to design reporting, automation, or process improvements.

Skills & tools

• Customer Success platforms: Gainsight, Totango, ChurnZero, or Planhat.
• CRM and automation: Salesforce, marketing automation platforms, or customer analytics tools.

Practical notes

• Benefits include competitive pay and bonus, flexible working hours, and 4 company-wide recharge days per year.
• Leave policy includes 18 vacation days, 15 days of sick/casual leave, 16 hours of paid volunteer time, and 12 wellness leaves for women.
• Parental support includes 26 weeks of paid maternity leave and one week of paid paternity leave, plus wedding and newborn gift allowances.
• Insurance coverage includes health insurance up to 7 lacs for self, spouse, children, and parents, plus Group Term and Personal Accident insurance up to three times your annual CTC.
• Includes Provident fund contributions and a high-end laptop.