Customer Success Manager

VisibleThread • VA

67d

About The Position

VisibleThread is a growing technology business that is expanding at a rapid rate. Our RFP Intelligence Platform changes the way organizations do business by reducing risk, improving efficiencies and ensuring compliance. Our solutions are Enterprise built and some of our major customers include Boeing, Lockheed Martin, and the Canadian Government, to name but a few. Our Customer Success Managers (CSMs) are the best in the business. They are curious, responsive, and empathetic partners to our customers. As a CSM, you will be the trusted advisor for a dedicated portfolio of accounts, acting as a self-starter who proactively guides them to see the immense value our products offer. This is a key role where you will own the post-sale relationship and make a direct impact on customer retention and growth.

Requirements

• A bachelor's degree in a relevant field is preferred.
• Strong technical aptitude and familiarity with SaaS solutions.
• Ability to quickly grasp complex software systems and effectively communicate technical concepts to non-technical audiences.
• A genuine passion for delivering exceptional customer experiences.
• Proven ability to empathize with customers, understand their needs, and provide effective solutions.
• Strong relationship-building skills and a commitment to customer success.
• Excellent verbal and written communication skills.
• Ability to articulate ideas clearly, actively listen to customers, and adapt communication style to different audiences.
• Strong analytical and problem-solving skills, with the ability to think strategically and provide innovative solutions.
• Demonstrated ability to work independently, prioritize tasks, and manage multiple deadlines effectively.
• Ability to quickly adapt to changes, learn new technologies, and navigate ambiguity.
• A proactive and self-motivated mindset with a willingness to take ownership and drive initiatives.

Nice To Haves

• Proficiency in English is required; additional language skills are a plus.

Responsibilities

• Act as the primary point of contact for new customers, guiding them through the onboarding process and ensuring a smooth implementation of our platform.
• Help customers understand the features and functionalities, provide training and support, and facilitate successful adoption.
• Understand customers' business goals, proactively identifying opportunities for them to maximize the value and ROI of our platform.
• Proactively identify opportunities for customer growth and expansion within your customer portfolio.
• Collaborate with the sales team to drive renewals and upsell opportunities, demonstrating the value and ROI our products deliver.
• Provide accurate and timely information to the sales team regarding customer health, product usage, and potential upsell opportunities.
• Become a product expert and confidently demonstrate how to leverage our solutions for their specific use cases.
• Address customer inquiries, issues, and concerns promptly and effectively, ensuring a high level of customer satisfaction.
• Collaborate with internal teams, such as technical support and product development, to resolve complex customer problems and escalate issues when necessary.
• Provide clear and timely communication to customers regarding updates, resolutions, and workarounds.

Benefits

• A supportive place to work with incredible teams worldwide.
• Genuine career progression opportunities.
• Attractive remuneration package.
• 100% paid private medical insurance.
• Flexible working schedule.
• Monthly 'all hands' and other team-building events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree