Manager of Customer Success, Resolver
More information about location
2 days a week in office
Risk-intelligence software
Job no longer available
Risk-intelligence software
201-500 employees
Job no longer available
More information about location
2 days a week in office
201-500 employees
Company mission
To create a digital world that is safe for everyone.
Role
Who you are
- You have been building your sales and/or account management career over the past 5 years and have been coaching a Customer Success team for at least 2
- You have a proven track record of hitting quota, overcoming objections, and designing & executing opportunity plans that generate growth. You are able to transition this experience into coaching and inspiring others to achieve results
- You are a strategic thinker and will help us think about pricing strategy, marketing opportunities and what segments to serve
- You have experience as a builder and while you enjoy our stage (and the stability that comes with predictable revenue), you relish the challenges that come with scaling and high growth
- You'll provide the CSM team with innovative strategies, sales plans & growth tactics
- You are curious about data (qualitative and quantitative) and keen to make recommendations on how we can improve our sales pipeline and win rate. You view Sales and Marketing Automation as part of your tool kit and use these insights to drive growth and success at Resolver
- You approach situations with a learner’s mindset. You pick new things up quickly, see failure as an opportunity and don't shy away from augmenting your experience with new tools and approaches
- You are a collaborator. You partner with Marketing, Product, Customer Experience, Legal and Finance with curiosity, humility and a motivation to achieve our common goals
What the job involves
- As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching, mentorship, goal-setting, process design, and operational involvement
- Did we mention you’ll also be part of an amazing team? We have a collaborative team of Account Executives, Sales Engineers, Customer Experience and Product who are committed to helping organizations protect what matters
- Our Customer Success team is a dedicated, passionate group of individuals centered around driving value for Resolver’s great portfolio of customers
- We partner with many of the world’s leading organizations and enable them to achieve their goals for risk management, while collaborating with and guiding them as they grow and mature in their varied approaches to developing risk intelligence
- As Resolver continues its impressive growth, we are looking to add an experienced Manager, Customer Success to our growing team
- You'll join a collaborative, high-performing group, and partner with some of the world’s most interesting companies, owning the customer relationship and ensuring their success
- We are looking for an established coach who is looking to join an exciting, fast-paced organization with ambitious goals
- At Resolver, our mantra is to Aim Big, Be Great, and Be Loved by Our Customers, and are excited to discuss with you how you'll contribute to and live those principles
- If you’re excited by the opportunity to work with cutting edge technology, in an interesting and fast-growing space, while partnering with super smart, fun team members, we would love to hear from you!
- Lead the Customer Success team to qualify, develop and close sales leads through goal setting and coaching
- Collaborate with internal stakeholder teams (Professional Services, Legal, Information Security) to ensure deals move to close in a timely manner
- Identify areas of risk within deals/funnel and assist CSMs in overcoming relevant challenges
- Use new and existing reports, tools, and methodologies to ensure visibility into future deals through strong CRM hygiene
- Work with the Customer Success team to develop best practices around business
- Reviews and customer outreach
- Work with the CSMs and internal stakeholders to manage and resolve escalations
- Develop and implement playbooks around best practices for customer satisfaction
- Motivate the team to exceed expectations
- Mentor and coach the team in the achievement of KRs and better work with the
- Customer to set objectives and define the value of acquiring Resolver products (New
- Reality.)
- Work with the team to advance their skills and progress in their careers
- Partner with Talent to proactively recruit high caliber employees; provide feedback to improve upon internal recruitment processes
- Member of the strategic team within a given division. Participate and contribute to
- The overall back to base strategy within the division, including product direction,
- Positioning, targeting, and marketing efforts
- Collaborate with executives and other stakeholders to establish sales targets and
- Priority markets
- Develop sales and retention motions to drive success within CS
- Identify new opportunities based on market analysis, industry trends and customer
- Insights
- Provide the executive with accurate forecasts of sales bookings and projected
- Retention
- Use reporting and analytic tools to find opportunities to improve our sales approach
- Or messaging
Our take
Resolver, formerly Crisp, is a pre-eminent name in the now-crowded field of social media monitoring services. The company was founded with the objective of identifying internet-based threats to children, and has since evolved into a provider of wider digital marketing services for its clients through the use of sophisticated artificial intelligence tools and a growing team of analysts.
After an acquisition by U.S. risk giant Kroll in 2024, Resolver is looking to synergise its services with its new parent company. Combining AI technology and real-time alerts with Kroll’s risk advisory expertise should significantly expand the value of Kroll’s offerings.
Perhaps the biggest reason for Resolver's former iteration as Crisp's success to date is its roots in online harm-detection. For example, the reputation it has built through operating in environments where analysts simply cannot make mistakes has been crucial to winning the trust of over 1000 brands. Resolver must hope that under new ownership, that reputation will be furnished rather than diluted.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (1 round)
Oct 2018
$25m
GROWTH EQUITY VC
Total funding: $25m
Company benefits
- 33 days holiday including Bank Holidays
- Critical Illness
- Life Insurance Cover
- Healthcare Cash Plan
- An attractive pension
- Cycle to Work Scheme and Commuter Loans to help your journey to work
- Employees perks with freebies, discounts, rewards and more
- Free yoga classes twice a week
- Subsidised gym membership
Company HQ
Leeds City Centre, Leeds, UK
Leadership
Adam Hildreth
(Founder)Prior to founding Crisp in 2005, they were Managing Director of Dubit.
Salary benchmarks
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