Customer Success Manager

7 months 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. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators.

Founded by two brothers, 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 having raised $26million in our Series A funding.

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.

Your role at Vertice

As a Vertice Customer Success Manager, you’ll be focusing on delivering amazing service to our customers across the APAC region so they achieve great value from our products. 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 aims are achieved so we hit our revenue and retention targets. As a customer champion, it’s critical you provide feedback promptly to support business development, but also promote product usage to our users. We have customers across the region, and we like to meet them in person where possible, so some travel will be required.

**Responsibilities**:

- Oversee the entire customer lifecycle, from initial onboarding to renewal and beyond.
- Cultivate and maintain strong customer relationships, acting as the primary point of contact.
- Collaborate effectively with cross-functional teams, particularly the purchasing function.
- Employ a consultative approach to understand each customer's unique needs and challenges.
- Gather and analyze customer feedback to identify opportunities for improvement.
- Lead compelling business and ROI reviews, demonstrating the value of Vertice solutions.
- Develop and execute strategies to expand customer relationships and increase revenue.
- Champion the adoption of Vertice software across various stakeholder groups.
- Proactively identify and address potential customer issues or concerns.

**Requirements**:
Demonstrated track record or success:

- A proven history of consistently exceeding quota and net revenue retention goals.

Experience in SaaS and/or Startup Environments:

- Experience working in a fast-paced, dynamic SaaS company or startup environment.
- Familiarity with the SaaS sales cycle and the ability to navigate complex sales processes.

Exceptional Communication and Listening Skills:

- Ability to communicate effectively and confidently in both written and verbal forms.
- Exceptional presentation skills with the ability to deliver compelling QBRs to senior customer stakeholders.
- Active listening skills and the ability to build rapport with customers at all levels, including C-suite executives.

Passion for Customer Success:

- A commitment to going the extra mile to ensure customer satisfaction and success.

Project Management Expertise:

- Proven project management skills with the ability to manage stakeholder expectations.
- A strong understanding of project methodologies and the ability to execute projects effectively.
- The ability to prioritize tasks, meet deadlines, and ensure that all key objectives are met.

Resourcefulness and Creativity:

- The ability to think outside the box and find creative solutions to challenges.
- A willingness to take initiative and build new playbooks when needed.

Global Team Collaboration:

- Comfort working in a global team environment and across different time zones.
- Ability to communicate effectively with colleagues from diverse backgrounds and cultures.
- Willingness to participate in global calls and attend events and conferences when required.

Things we like to see:
Financial Acumen, Procurement Knowledge and Software Expertise:

- Comfort discussing revenue metrics, financial planning, and the financial impact of software solutions.
- Experience of a procurement function
- Ability to articulate the value proposition of software products and services in a clear and concise manner.

Collaborative and Respectful Approach:

- Demonstrates humility, kindness, and respect in all interactions with colleagues, customers, and partners.
- Values diverse perspectives and fosters a culture of open communication and continuous learning.

Entrepreneurial Spirit and Growth Mindset:

- Possesses an eager and enthusiastic attitude towards embarking on new challenges and pursuing ambitious goals.

Data-Driven Problem-Solving:

- Effectively analyzes and interprets data to identify trends, patterns, and insights.
- Thinks creatively to solve problems using data-driven approaches.

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