Customer Success Manager

Customer Success Manager

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.

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.