Senior Customer Success Manager

We’re an early stage startup with a major difference — our leadership team has been successfully doing this for a long time. Vertice was founded by serial entrepreneurs Roy and Eldar Tuvey, who have a track record of success when it comes to building and growing SaaS businesses. In fact, they sold their two previous companies for hundreds of millions of dollars: Wandera to Jamf in 2021 and ScanSafe to Cisco in 2009.

Vertice is Roy and Eldar’s biggest, boldest, and best-funded idea yet. Which means that we have huge growth plans and we want you to help us achieve them. We’re still getting started, so you will play an integral role in helping shape Vertice, making it a world-class solution for our customers and a world-class place to work for our people.

Our early stage status isn’t stopping us from making waves though. We’re already saving businesses a substantial amount of time and money on their SaaS, so we know we’re onto a good thing.

While Vertice is headquartered in London, we operate globally and digitally from the outset, so you’ll be joining an incredibly talented team, with colleagues dotted across the globe.

What we do
There are thousands of SaaS tools on the market, many of which have become essential in helping organizations function and grow.

But the process of managing these software applications is both burdensome and expensive. Which is where we come in. As a SaaS purchasing platform, Vertice exists to fulfill two primary objectives: to save businesses a substantial amount of money and to save business leaders a substantial amount of time.

We do this by taking the burden of buying, managing and renewing software off their hands. We combine years of experience and SaaS knowledge, with the pricing points and transactional data for thousands of software vendors worldwide, enabling us to secure these businesses the best possible deal on all of their contracts.

Through our all-in-one SaaS management platform, we also give them the visibility they need to control their entire SaaS stack and manage their spend, all from one place.

Your role at Vertice

As a Vertice Customer Success Manager you’ll be focusing on delivering amazing service to our 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. As a customer champion it’s key you provide feedback promptly to support business development, but also promote product usage to our users.

What you’ll be doing

• Own the customer lifecycle, from onboarding through to renewal and beyond
• Act as primary point of contact for the customer, owning the customer relationship
• 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, 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

Requirements:

Things you’ll have done before

• Demonstrable track record of repeatedly meeting and exceeding quota and net revenue retention goals
• Experience working in a SaaS company or fast growing start-up
• You are a clear, confident and compelling communicator — in writing, in conversation and in front of customers
• 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 / QBRs to senior customer stakeholder
• 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
• 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.
  

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

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!

Pay, Perks, and Such: