We’re looking for a proactive, customer-obsessed Customer Success Manager to help our SMB customers thrive with our platform. You’ll combine relationship-building finesse with SaaS fluency—executing thoughtful, scalable touchpoints, driving value across a pooled customer base, and owning a small portfolio of higher-potential accounts. Think of yourself as the connector between platform capabilities and customer outcomes: equally at home leading a Success Plan call, spotting adoption trends in product data, or collaborating cross-functionally to support seamless renewals and long-term retention.
Responsibilities
- Drive adoption, engagement and retention across a broad base (~50) SMB customers by leading structured, value-driven touchpoints and delivering relevant content at key moments in the customer journey.
- Over time, take on a small book of owned SMB accounts, developing into a trusted advisor who partners with customers to help them achieve their goals and realize long-term value.
- Drive customer outcomes by deeply understanding our SaaS platform and guiding customers on how to measure success, track progress, and maximize value.
- Support renewals by executing renewal touchpoints and crafting renewal proposals for your assigned accounts and contributing to strategies that reduce churn.
- Monitor customer health using usage data, feedback, and interaction history to identify risks and opportunities for both pooled and owned accounts. Share insights to evolve the essential touchpoint playbook.
- Maintain accurate customer data to ensure teams have a clear view of customer needs and engagement.
- Collaborate cross-functionally with Product, Support, and Sales to align efforts and continuously improve the customer experience.
Qualifications
We’re looking for someone who’s customer-first, curious, and thrives in a fast-paced environment. Ideal candidates will have:
- 3-5 years of experience in a customer-facing SaaS role such as consulting, account management, or customer success.
- Strong communication and relationship-building skills, you can quickly earn trust and communicate value clearly.
- Empathy and active listening, paired with a structured, problem-solving mindset.
- A deep curiosity for technology, and the ability to explain and translate product functionality into customer value.
- Comfort interpreting customer data and making recommendations based on trends and insights.
- A proactive, organized approach to juggling multiple priorities and workflows.
- Experience supporting SaaS products, especially where outcomes are measurable and value delivery is key.
- Knowledge of sales enablement, workflow automation, or BPM software
- Life sciences industry experience and knowledge of software validation or MLR/PRC review is a plus
- Experience with tools similar to Hubspot, PandaDoc and ChurnZero
If selected, what will we provide you?
We offer an attractive Total Rewards package that includes:
- Competitive salary
- Company bonus program or commission plan
- Stock options (that’s right, every employee owns a piece of Vodori)
- Medical, dental, vision benefits
- 401(k) with company match
- Remote work option
- 10 weeks paid parental leave
- Unlimited vacation time (Yes, really!)
- Employee recognition programs
Vodori is an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical), including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex, (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth or breastfeeding), sexual orientation, military or veteran status, or other status protected by federal, state and/or local laws.