Senior Customer Success Manager

Vertice was launched in 2022 to build a new way to manage SaaS and cloud spend. One that’s fair, totally transparent, and designed for modern businesses. Today, Vertice manages over $3.4 billion in spend for hundreds of customers in over 30 countries and is headquartered in London with offices in New York, Brno, Sydney and Singapore.

And we’re just getting started. Founded by successful serial entrepreneurs Roy Tuvey and Eldar Tuvey, Vertice has been on an incredible growth trajectory, with a remarkable 7X revenue growth in 2023. With over $50 million in funding from leading investors Bessemer Venture Partners and 83North, we are expanding our reach across regions and product lines.

If you are ambitious, want to make an impact and be part of a highly talented and driven team, come and join us on this journey to build a new way to manage technology spend!

Your Role at Vertice:

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

Things we like to see

• Comfortable discussing revenue metrics, financial planning, and an ability to talk confidently about software and its value to a customer’s business
• Humility, kindness and respect in working with others. We’re hoping to create a supportive and caring culture of high performing people, and your attitude is just as important as your skillset
• Individuals that are eager to start something new; to commit to an ambitious plan and co-create a memorable and meaningful company. Autonomy is a highly valued quality
• Thinking creatively to solve problems based on data to drive meaningful results

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 aren’t sure this job applies to you, feel free to send your CV to careers@vertice.one, and we’ll be happy to take a look and see
if you could be a good fit anywhere else in our business!

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