Enterprise Customer Success Manager

2 weeks ago

Sydney, Australia Vertice Full time

Vertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS and cloud. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack and cloud spend, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators.

Founded by serial entrepreneurs, Roy and Eldar Tuvey, with a successful history of building SaaS startups, Vertice has already become one of the fastest growing vendors in the market. Following a remarkable 7x ARR growth in 2023, Vertice has raised a total of $51 million to date. The Series B funding round, announced in January 2024, aims to fuel global expansion and drive product innovation.

We're well positioned to achieve our mission but we need the right people to ensure it happens. We're looking to scale quickly but responsibly as we embark on an exciting new stage of growth. Headquartered in London, you'll be joining a global company and working across talented cross-functional teams to drive innovation and make a significant impact.

**The Role**

As a Vertice Customer Success Manager you'll be focusing on delivering amazing service to our Enterprise customers so they achieve great value from our product. You'll be a key member of our post-sales team, acting as the face of Vertice for our customers, but also working with all areas of the business to ensure the customer's goals are achieved and we hit our revenue and retention targets. As a customer champion it's key you provide detailed feedback promptly to support business development, but also promote product usage to our users.

**Responsibilities**
- Own the customer lifecycle for our largest accounts, from onboarding, mid-cycle management through to renewal, building key relationships quickly while creating customer advocacy
- Take a consultative approach to understand each customers' unique requirements - ensuring our buying and product teams have the right information so we can deliver impactful solutions to our customers' problems
- Leading compelling business and ROI reviews with C-suite stakeholders, using data analysis to demonstrate the value of our service
- Identify customer growth opportunities and execute plans to earn additional spend from the customer
- Work collaboratively with internal teams to ensure customer feedback is captured and addressed, constantly prioritizing the most meaningful product impacts to your customer profile

**Requirements**:

- Experience selling SaaS and/ or services to Finance or Procurement leaders, understanding their business objectives and responsibilities within global teams
- Experience working complex enterprise deal cycles: managing multiple C-level stakeholders with competing priorities
- Experience presenting value-driven quarterly & annual executive business reviews, while knowing when/ how to engage internal executive sponsors
- Demonstrate a consistent track record of meeting and exceeding quarterly quota and net revenue retention goals
- Independent in problem-solving; expertise in managing customer risk and demonstrating a sense of urgency when leveraging internal escalation support
- Clear, confident and compelling communicator — in writing, in conversation, in front of customers and internally
- Superb, active listening skills and the ability to dig deeper to uncover customer pain points, product feedback and key objectives.
- Passionate about the value of great customer service - achieved extraordinary results as part of a high energy and dynamic team for enterprise customers
- You are resourceful, scrappy and creative — if a playbook doesn't exist yet, you go figure it out and build it

**Why join Vertice?**
- Be a part of a fast-growing, innovative startup that is changing the way businesses buy and sell SaaS.
- Work with passionate and talented teams that value your contributions and expertise.
- Be part of a culture that promotes a growth mindset, transparency, collaboration, understanding and diversity.
- Share in our success with equity options.

**Final things to note**
- if you could be a good fit anywhere else in our business_

LI-Hybrid

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