Customer Success Manager

Job Description

Job Description

Customer Success Manager

Vendidit | Austin, Texas | Onsite | Full-time

Vendidit is a holdings company operating a group of businesses in the returns, overstock, and resale sector. Its platforms and services help retailers, brands, and third-party logistics providers recover value from inventory that would otherwise be written off, through a combination of software, marketplace channels, and hands-on processing operations. The company is headquartered in Austin, Texas.

The Customer Success Manager is responsible for the customer relationship after the sale is closed. The role owns the onboarding of new customers, serves as the primary point of contact throughout the customer lifecycle, coordinates internal resources on the customer's behalf, and is accountable for retention across the customer base.

This is the company's first dedicated customer success position. The person in this role will establish the onboarding process, the account health framework, and the communication rhythm that will be used as the customer base grows. The role serves customers across all Vendidit business lines.

Own the onboarding experience for every new customer, from contract signature through to first realized value.

• Receive the handoff from the sales team with full account and agreement context
• Schedule and lead the customer kickoff call within five business days of close
• Build a written onboarding plan with defined milestones, owners, and dates
• Coordinate with operations and technical teams on inventory intake, catalog setup, and system integration
• Guide the customer through first listing, first sale, and first reconciliation statement
• Deliver a documented thirty day review at the close of onboarding

Serve as the customer's primary contact and internal advocate following implementation.

• Maintain a consistent proactive communication rhythm with each assigned account
• Respond to customer inquiries and see each one through to resolution
• Represent the customer's requirements and constraints in internal discussions
• Prepare and deliver recurring reporting so customers have visibility into activity and results

Act as the first line for inbound customer requests and direct them to the appropriate internal owner.

• Distinguish between requests that can be resolved directly and those requiring technical or business escalation
• Route technical questions to the engineering team with sufficient context for resolution without repeat customer contact
• Route commercial and strategic questions to the appropriate business owner or account executive
• Track escalated items through to closure and confirm resolution with the customer

Carry accountability for keeping customers, measured on retention across the assigned book.

• Maintain a current health assessment for every active account against defined criteria
• Monitor usage, engagement, and activity patterns for early indicators of risk
• Conduct intervention conversations when an account shows signs of disengagement
• Manage the renewal calendar with sufficient lead time for proactive engagement
• Capture customer references, testimonials, and case studies in coordination with business owners

Identify opportunities to expand existing relationships and coordinate the appropriate internal follow-up.

• Surface expansion opportunities within assigned accounts
• Hand qualified opportunities to the account executive or business owner for pursuit
• Support the sales team with account context during expansion conversations

This position does not carry a new business sales quota.

• Three or more years in customer success, account management, implementation, or a comparable post-sale customer ownership role
• Demonstrated experience onboarding new customers from contract signature through initial value delivery
• Experience serving as a direct point of contact for customer concerns and escalations
• Ability to manage a portfolio of accounts independently and maintain organized follow-through without established process infrastructure
• Working proficiency with a customer relationship management platform, HubSpot preferred
• Proficiency with spreadsheets, including the ability to review and reconcile transactional and financial detail
• Clear and professional written communication
• Located in Austin, Texas, or willing to relocate. This position is onsite five days per week

• Experience in e-commerce, marketplaces, reverse logistics, liquidation, wholesale, or third-party logistics
• Experience at an early-stage or small company where process and documentation were built rather than inherited
• Prior accountability for a retention, renewal, or net revenue retention metric
• Familiarity with inventory, warehouse management, or order management systems

Performance in this role is evaluated against the following:

• Gross revenue retention and logo retention across the assigned customer base
• Time from contract signature to the customer's first completed transaction
• On-schedule completion of the onboarding plan for every new account
• Currency and completeness of account health assessments across the active book
• Expansion opportunities identified and handed to the sales team
• Customer references and case studies delivered

Retention metrics require an established customer history. During the first two quarters, evaluation weights the onboarding, health coverage, and time to value measures listed above.

This position reports to company leadership and works closely with the business line owners, the account executive team, engineering, and operations. It is a shared resource serving customers across all Vendidit business lines rather than a single product or division.

Base salary of $60,000 to $75,000 annually, depending on experience, plus a quarterly performance bonus tied to onboarding delivery and customer retention. Compensation for this position is cash-based, consisting of base salary and performance bonus, with no equity component. Standard company benefits apply.

Vendidit is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.