About Vendidit

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.

Position Summary

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.

Key Responsibilities

Onboarding and implementation

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

Customer advocacy and ongoing support

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

Triage and routing

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

Retention and churn prevention

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

Account growth

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.

Required Qualifications

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

Preferred Qualifications

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

Measures of Success

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.

Reporting and Structure

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.

Compensation and Benefits

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.

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