Head of Customer Success (Mid-Market and SMB)

Job description

Vendelux https://vendelux.com/ is building the category-defining platform for event marketing intelligence. Events are one of the largest and most impactful marketing channels, yet historically one of the least measurable. Vendelux brings transparency and performance to this space — helping companies discover, evaluate, and optimize their event strategy with data. Our platform powers thousands of event decisions by delivering proprietary, AI-driven insights across hundreds of thousands of events globally. At the core of our platform is a robust ecosystem of event organizer partnerships — where organizers share first-party data, enabling richer insights for customers while receiving benchmarking and audience intelligence in return. From identifying the highest ROI conferences to enabling targeted meeting programs, Vendelux helps companies turn events into a predictable and scalable growth engine. In addition, Vendelux Meetings extends our platform by turning insights into pipeline — using AI to identify high-value attendees and proactively book 1:1 meetings between our customers and their ideal prospects at events. This enables go-to-market teams to drive measurable ROI and maximize every event interaction. Founded in 2021, Vendelux is a Series B SaaS company backed by top-tier investors including FirstMark. We partner with many of the fastest-growing companies in the world, and our team includes leaders from Bain, ZoomInfo, Shutterstock, FanDuel, Compass, Airbnb, Forter and beyond. ________________ We’re hiring a Manager of Customer Success to lead and scale success programs for our mid‑market and SMB customers. You’ll manage a team of mid-market and SMB CSMs, drive retention and expansion, and build repeatable playbooks that deliver predictable outcomes for growing customers. What You’ll Do: - 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. Not all candidates will check all of the requirements listed above and that’s ok! We are open to great people from non-traditional backgrounds. Vendelux is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.