Principal, 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. We are headquartered in London with offices in New York, Brno, Sydney, Johannesburg 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 13X revenue growth in two years. Following our Series C investment round, we have secured over $100 million in funding from leading investors including Bessemer Venture Partners, 83North and Lakestar, and 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 and simplify procurement. 

The Role

As a Principle Customer Success Manager you’ll be a senior member of the team focusing on delivering amazing service to our EMEA 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 aims are achieved so we hit our revenue and retention targets. You are an individual who loves customers, is data and commercially-driven, whilst thriving on elevating the customer experience and team to new heights. 

Responsibilities

• Own the customer lifecycle for our complex or most strategic accounts, from onboarding through to renewal and beyond
• Act as primary point of contact for the customer, their senior stakeholders (incl. C-Suite), owning the customer relationship
• Take a consultative approach to understand each customers’ unique requirements and putting success plans in place - 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, using data analysis to demonstrate the value of our service
• Set a proactive risk management strategy for your accounts and act as a point of escalation
• Identify customer growth opportunities and execute plans to earn additional up-sell and cross-sell revenue from the customer
• Work collaboratively with internal teams to ensure customer feedback is captured and addressed
• Working alongside C-suite stakeholders
• Discussing and supporting on commercial terms with customers. 
• Mentoring junior members of our team to drive outcomes and our team culture

Requirements

• Demonstrable track record of repeatedly meeting and exceeding quota and net revenue retention goals
• Experience working in a SaaS company, financial services or a consultancy working with enterprise and / or strategic customers
• Commercially minded with a clear vision on how to achieve renewal readiness and growth opportunities within your customer base
• You are a clear, confident and compelling communicator — in writing, in conversation and in front of C-suite stakeholders
• Superb listening skills and the ability to dig deeper to uncover the customer’s true objectives
• Passionate about the value of great customer service – you seek and have consistently achieved extraordinary results as part of a high energy and dynamic team for enterprise and mid sized customers
• You are an expert project manager who can manage stakeholder expectations, and ensures all key objectives and timelines are met
• Demonstrated ability to conduct compelling presentations / EBRs to C-suite individuals 
• You are resourceful, scrappy and creative — if a playbook doesn't exist yet, you go figure it out and build it
• Additional languages is beneficial

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

Vertice is an equal opportunities employer, although you must be legally able to work in the UK, and any data you provide us will be stored and disseminated in accordance with Vertice’s privacy policy.

We like to deal directly with our candidates so no agencies please!

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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