Principal, Customer Success Manager

at  Vertice

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.

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

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