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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.
The Customer Success Manager 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 €20m + ARR.
Typical Day-to-Day Responsibilities include:
- Drive customer adoption of VisibleThread’s solutions
- Manage and nurture relationships with our prospects and customers
- Advocate for customers internally by providing continuous feedback to VisibleThread's Sales, Marketing, Product, & Engineering teams
- Conduct regular account reviews and continuously prove ROI to our customers
- Consult on best practices, workflows and management business reviews
- Develop multi-level relationships throughout customer organizations, serve as a trusted advisor to executives & key stakeholders
- Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
- Ensure customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
- Manage a pipeline of upcoming renewal opportunities & consistently achieve monthly and quarterly revenue retention targets
- Drive customer upsells by identifying new ways to grow and expand our customer accounts
- Manage and reduce customer churn and present Customer Success KPIs to the Exec team on a monthly basis
- Work closely with Marketing to deliver webinars, blogs, podcasts, white papers and other useful content to constantly promote the value of the VT Products
- Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience
Requirements
- 4+ years in client-facing or account management roles for software companies or other relevant experience
- Prior experience in a growing SaaS business
- Deep commitment to customer success - satisfaction is not good enough
- Analytical by nature with a knack for solving real-world business challenges
- Proficient in Excel and Salesforce
- Familiar with industry terminology, strategies and best practices
- Experience in managing high volumes of customers simultaneously (100+)
- Excellent written and oral communication skills with a wide range of audiences
- A bias towards action and an ability to work independently and as part of a distributed remote team
- Strong interpersonal skills and experience building strong relationships
- Innovative and assertive
- Strong organisational and time management skills
- A self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption
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
