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Customer Success Manager

5 months ago

Remote, United States VisibleThread Full time
Job DescriptionJob Description

About Us:

VisibleThread is a growing technology business that is expanding at a rapid rate. Our Language Analysis Platform changes the way organizations do business by reducing risk, improving efficiencies and ensuring compliance.

We’re on track to double in size over the next year. To help us achieve our growth, we are looking for new talent to join our team. Our solution is a Language Analysis Platform powered by data and designed for large corporations. Some of our major customers include Boeing, Lockheed Martin, and the Canadian Government, to name but a few.

Our team:

We hire energetic, creative, and passionate people who can work together to drive serious value for our customers. A career with VisibleThread is both rewarding and challenging. We are a fun team, with a flat structure and we offer fantastic career development opportunities to grow within our organization as we expand.

VisibleThread’s Customer Success Managers [CSMs] are a critical part of our customer-facing team. The CSM serves as the primary point of contact for customers and manages all elements of the business relationship with their named accounts post-sale.

As a CSM, you will play a critical role in ensuring the success and satisfaction of our SMB customers. You will be responsible for building and maintaining strong relationships with our SMB accounts, helping them derive maximum value from our products, and driving their overall success. By providing exceptional support, guidance, and proactive engagement, you will contribute directly to our customers' growth and foster long-term partnerships.

The CSM must be technically savvy, with demonstrated experience in presenting software solutions and explaining business outcomes from the use of software. The ideal candidate will come from a growing SaaS business, with €10m + ARR.

Typical Day-to-Day Responsibilities include:

Onboarding and Adoption: Act as the primary point of contact for new SMB customers, guiding them through the onboarding process and ensuring a smooth implementation of our software solutions. Help them understand the features and functionalities, provide training and support, and facilitate successful adoption.

Relationship Building: Establish and nurture strong relationships with SMB accounts, serving as their trusted advisor and advocate. Understand their unique needs, goals, and pain points, and proactively identify opportunities to address their challenges using our products. Foster long-term partnerships by consistently delivering value and exceeding customer expectations.

Product Expertise: Develop a deep understanding of our VT Docs and VT Writer products, keeping up-to-date with product updates, enhancements, and industry trends. Effectively articulate the value proposition of our offerings and assist SMB customers in maximizing the benefits of our products for their specific use cases.

Customer Support: 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.

Renewals and Upsells: Proactively identify opportunities for customer growth and expansion within the SMB segment. 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.

Requirements

Qualities you should have:

Recent Graduate: A bachelor's degree in a relevant field is preferred. Graduates with a passion for technology and a desire to pursue a career in customer success are encouraged to apply.

Tech Savviness: Strong technical aptitude and familiarity with SaaS solutions. Ability to quickly grasp complex software systems and effectively communicate technical concepts to non-technical audiences.

Customer-Focused Mindset: 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.

Communication Skills: Excellent verbal and written communication skills. Ability to articulate ideas clearly, actively listen to customers, and adapt communication style to different audiences. Proficiency in English is required; additional language skills are a plus.

Problem-Solving Abilities: 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.

Adaptability and Agility: Thrives in a fast-paced, dynamic environment. 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.

Join our team and be part of an exciting journey, working with cutting-edge

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

· Competitive annual leave entitlement