Senior Manager, Customer Success

Vertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS and cloud. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack and cloud spend, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators.

Founded by serial entrepreneurs, Roy and Eldar Tuvey, with a successful history of building SaaS startups, Vertice has already become one of the fastest growing vendors in the market. Following a remarkable 7x ARR growth in 2023, Vertice has raised a total of $51 million to date. The Series B funding round, announced in January 2024, aims to fuel global expansion and drive product innovation.

We're well positioned to achieve our mission but we need the right people to ensure it happens. We're looking to scale quickly but responsibly as we embark on an exciting new stage of growth. Headquartered in London, you'll be joining a global company and working across talented cross-functional teams to drive innovation and make a significant impact.

The Role

As a Senior Manager of Customer Success, you'll play a pivotal role within our post-sales leadership team, developing strategy and reporting on the growth within our EMEA customer base. You'll work with senior stakeholders to build trust in our service and demonstrate its value to our customers. You will work closely with our customers and our other customer teams to effectively communicate deal status, overcome blockers, and highlight dependencies.

You are a leader who thrives on elevating the customer experience, is data and commercially-driven, and has the skills and experience to take a team to new heights. We are a rapidly growing team with a thirst to learn and develop, and we are looking for a proven leader passionate about sharing their knowledge and coaching an experienced team.

Responsibilities

Work with the Global Head of Customer Success to develop a customer success strategy and vision for our team and customers across EMEA, driving customer growth across the region:

• Able to forecast and report on KPIs to senior management
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Driving executive engagement and champions within our customer

Build and lead a world-class team:

• Develop a high-performing team, managing 5-6 CSMs and Snr. CSMs and acting as a player-coach
• Build upon processes, content and data to/from stakeholder organizations (e,g., Purchasing, Operations, Marketing, Sales, Product/Engineering, etc)
• Develop training and operational processes that support the growth of our team

Work directly with customers to:

• Drive return on investment and value receipt
• Act as an escalation point for risk management
• Manage several of our strategic and enterprise relationships with EMEA customers directly
• Communicate with C-suite individuals such as CFOs, CTOs and CPOs

Requirements

• You'll have 8+ years of experience working in customer success at a SaaS or Cloud company or in a related discipline in consulting.
• 5+ years of experience managing teams of at least 5 people.
• Strong understanding of the start-up ecosystem and experience growing teams in a fast-paced company, working with urgency and flexibility.
• Demonstrated ability leading a team and developing careers.
• Demonstrated ability to implement strategies that drive growth and customer retention
• 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 and can transfer that passion to others.
• Experience working with internal and external C-Suite individuals.
• Ability to provide solutions and a strategy to manage account level and regional risks.
• Worked with international companies and understand the importance and requirements of regional differences.

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 noteVertice 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!