Vendelux

Head of Customer Success – Mid-Market, SMB

Vendelux

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $150,000 - $250,000 per year

Job Level

Lead

About the role

  • Lead, coach, and develop a team of 4 - 5 Customer Success Managers focused on mid‑market and SMB accounts.
  • Own retention, expansion, and health metrics for the segment; set targets and drive team accountability and results.
  • Segment accounts and prioritize resources to maximize growth and reduce churn.
  • Design and scale playbooks for onboarding, adoption, churn prevention, renewals, and upsell tailored to SMB and mid‑market buyer journeys.
  • Partner with Sales, Product, Customer Support, and Marketing to align on go‑to‑market motions, product feedback, and enablement.
  • Coach CSMs on delivering compelling business outcomes.

Requirements

  • 5 - 7 years in Customer Success roles with at least 3 years managing teams, ideally supporting SMB and mid‑market segments.
  • Proven success hitting retention and expansion targets in a B2B SaaS environment.
  • Strong operational mindset: experience building playbooks, KPIs, segmentation strategies, and scalable processes.
  • Excellent people manager and coach; able to hire, develop, and retain high‑performing CSMs.
  • Comfortable with data and aligning to customer usage and adoption metrics
  • Exceptional communication and stakeholder management skills
  • Comfortable in a fast‑paced environment and adept at prioritizing competing demands.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successB2B SaaSplaybooksKPIssegmentation strategiesdata analysisretention metricsexpansion metricschurn preventionupsell strategies
Soft Skills
people managementcoachingcommunicationstakeholder managementoperational mindsetprioritizationteam accountabilityresults-drivenadaptabilitydevelopment