Senior Customer Success Manager, Vertice

• 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
• Independent in problem-solving; expertise in managing customer risk and demonstrating a sense of urgency when leveraging internal escalation support
• 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 ensure all key objectives and timelines are met
• Demonstrated ability to conduct compelling presentations / business reviews to senior customer stakeholders such as CFOs, CPOs and CTOs
• You are resourceful, scrappy and creative — if a playbook doesn't exist yet, you go figure it out and build it
• Full professional or native proficiency in both English and French

Desirable

• As a Vertice Customer Success Manager you’ll be 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
• As a customer champion it’s key you provide feedback promptly to support business development, but also promote product usage to our users
• Own the customer lifecycle, from onboarding through to renewal and beyond
• 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 to C-suite stakeholders
• 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