Customer Success Manager

VisibleThread•Arlington, VA

13d

About The Position

VisibleThread’s RFP Intelligence Platform helps large government contractors win business by reducing risk and improving efficiency. The Customer Success Manager owns relationships with a portfolio of customers, learns their goals, workflows, pain points, and challenges, and helps them use VisibleThread to achieve value and efficiency gains. This is a hands-on, relationship-first role with ongoing customer engagement. The role owns more than $1 million in ARR across 30 or more accounts. Responsibilities include onboarding and training customers, driving product adoption and measurable 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.
Experience with change management and supporting user adoption.
AI savvy.
Comfortable with technology and able to learn a product deeply and explain it simply.
Curiosity about customer problems and motivation to solve them.
Strong written and verbal communication skills.
Self-starter who thrives on ownership.

Nice To Haves

Experience working in the GovCon industry.

Responsibilities

Own relationships with a portfolio of 30 or more customer accounts representing more than $1 million in ARR.
Understand customers’ goals, workflows, pain points, and challenges, and become the go-to contact for assigned accounts.
Onboard new customers and train them to use VisibleThread effectively.
Drive product adoption and measurable customer outcomes, including efficiency gains, reduced risk, and better compliance.
Coordinate between customers and product and support teams when issues arise.
Identify renewal and upsell opportunities and work with sales to close them.