About Vendr

Vendr is forever changing how companies buy and renew SaaS. With over $320+ million in SaaS purchases across 1,000+ suppliers, the Vendr SaaS buying platform enables the world’s fastest-growing companies to purchase SaaS, without friction and at a fair price. Headquartered in Boston with a second location in Charleston and over 80+ employees, we are building a team that can take us to the future state of frictionless buying. Some customers include HubSpot, The Washington Post, and DraftKings.

In March 2021 we announced that we raised $60 million at a $600 million valuation for our Series A, backed by Tiger Global (2021), Craft Ventures (David Sacks), Sound Ventures (Ashton Kutcher & Guy Oseary), Y Combinator, and others.

Since 2018, we have:

- Managed $320M+ in software spend

- Saved $70M+ for our customers

- Given our customers thousands of hours back to focus on the important parts of their job

And we’re just getting started. This is your chance to join as we enter hyper-growth and make a massive impact, forever changing the way people buy and sell B2B SaaS. 

We're looking for an experienced Director of Customer Success to execute on key leadership and operational priorities within the customer-facing team. You’ll be responsible for managing a team of highly-capable and talented CSMs to support and grow the health of their customer accounts on a daily basis. You’ll manage complex customer problems and scenarios, train and manage a growing team of CS professionals, and identify and create process efficiencies and customer-facing materials as our organization grows from 150 customers to 1000+. 

You will:

• Provide oversight and review on overall customer account health, issue escalation and correction. Look to templatize those learnings for continual use and improvement across the entire organization.
• Maintain oversight of team-wide net revenue retention goals and initiatives across customers and work with teammates to proactively plan, manage and execute renewals.
• Track key performance indicators across the full customer business for active customers and provide visibility to leadership for trends and recommendations.
• Manage and hire for a growing team of capable CSMs; provide continual training and best-practice guidance for success in their day-to-day roles.
• Continually optimize and improve strategic playbooks for end-to-end customer lifecycle management: onboarding to renewal.
• Contribute meaningfully to the strategic direction of our customer facing team and GTM activities for Vendr as an organization.
• Prioritize customer interests above all else and leads from the “why does this matter to our customer” mindset. 

You have:

• 10+ years in a high-touch service business with at least 5+ years spent in a customer success function at a high-growth enterprise SaaS or B2B company. 
• 2-3+ years proven management and team leadership essential across a range of levels. 
• Success tied to net revenue retention and customer account expansion goals.
• Experience creating a metrics and performance driven environment. 
• A self-starter mentality. You thrive in fast paced environments, enjoy collaborating with cross-functional teams, and adapt quickly to change with a proven track record of executing on team initiatives and priorities.

Vendr is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.