Customer Success Manager

About Us:

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 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.

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.

The CSM must be technically savvy, with demonstrated experience in presenting software solutions and explaining business outcomes from the use of software.

Typical Day-to-Day Responsibilities include:

Onboarding and Adoption: 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 them understand the features and functionalities, provide training and support, and facilitate successful adoption.

Drive Strategic Value: Go beyond basic support to understand your customers' business goals, proactively identifying opportunities for them to maximize the value and ROI of our platform.

Renewals and Upsells: 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.

Master and Teach: Become a product expert and confidently demonstrate how to leverage our solutions 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.

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

·       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