Enterprise Customer Success Manager

VisibleThread•Arlington, VA

About The Position

VisibleThread's RFP Intelligence Platform helps the world's largest government contractors win more business by reducing risk and improving efficiency. We're growing fast, and we need a hands-on Customer Success Manager to keep that momentum going. We work with the largest government contracting customers in the world across Defense & Space, IT Services and Healthcare. You'll own the relationship with a portfolio of enterprise customers. Your job: get close to their world, understand the pain and challenges they're solving for, and show them how to use VisibleThread to drive real value and efficiencies. This is a relationship-first, hands-on role that involves ongoing customer engagement.

Requirements

5+ years’ experience in customer success, account management, or a customer-facing SaaS role.
Experience working in the GovCon industry would be beneficial
Strong program management experience, change management and supporting user adoption
Must be AI savvy
Comfortable with technology — you can learn a product deeply and explain it simply.
A genuine curiosity about customers' problems, and the drive to solve them.
Sharp communication skills, written and verbal.
A self-starter who thrives on ownership, not hand-holding.

Responsibilities

Build trust fast. Become the go-to person for your accounts. understand their goals, their workflows, and where they're getting stuck.
Own $3M in ARR across a number of large Enterprise Accounts
Onboard and train. Get new customers up and running quickly, and teach them how to get the most out of VisibleThread.
Drive adoption. Turn product usage into measurable outcomes; efficiency gains, reduced risk, better compliance.
Solve problems. Be the bridge between customers and our product and support teams when issues come up.
Grow the relationship. Spot renewal and upsell opportunities, and work with sales to close them.