Customer Success Manager

VisibleThread•Arlington, VA

14d

About The Position

VisibleThread is hiring a hands-on Customer Success Manager to support its RFP Intelligence Platform customers, including large government contractors across Defense & Space, IT Services, and Healthcare. The position owns relationships with a portfolio of 30 or more accounts representing over $1 million in ARR. The manager will understand customer goals, workflows, and challenges, and help customers use VisibleThread to achieve measurable value and efficiency. This is a relationship-first role involving ongoing customer engagement. Responsibilities include onboarding and training customers, driving product adoption and outcomes, coordinating with product and support teams to resolve issues, and identifying renewal and upsell opportunities in partnership with sales.

Requirements

At least 5 years of experience in customer success, account management, or a customer-facing SaaS role.
Strong program management experience, including change management and supporting user adoption.
AI savvy.
Comfort with technology and the ability to learn a product deeply and explain it simply.
Curiosity about customer problems and drive to solve them.
Strong written and verbal communication skills.
Self-starter who thrives on ownership and does not need hand-holding.

Nice To Haves

Experience working in the GovCon industry.

Responsibilities

Own relationships with a portfolio of 30 or more customer accounts representing over $1 million in ARR.
Build trust and understand customer goals, workflows, and challenges.
Onboard new customers and train them to use VisibleThread effectively.
Drive product adoption and demonstrate measurable outcomes, including efficiency gains, reduced risk, and better compliance.
Act as a bridge between customers and product and support teams when issues arise.
Identify renewal and upsell opportunities and work with sales to close them.