Customer Success Manager

About the Company

Visible Thread is a growing technology business expanding at a rapid rate. Our RFP Intelligence Platform changes the way organizations do business by reducing risk, improving efficiencies, and ensuring compliance. Our solutions are enterprise‑built and are used by major customers including Boeing, Lockheed Martin, and the Canadian Government.

We hire energetic, creative, and passionate people who work together to drive serious value for our customers. A career with Visible Thread is rewarding, challenging, and offers fantastic career development opportunities.

• Onboarding and Adoption: Act as the primary point of contact for new customers, guiding them through the onboarding process, ensuring smooth implementation, providing training, and facilitating successful adoption of our platform.
• Drive Strategic Value: Understand customers' business goals and proactively identify opportunities to maximize the value and ROI of our platform.
• Renewals and Upsells: Identify opportunities for customer growth and expansion; collaborate with the sales team to drive renewals and upsell opportunities while providing accurate and timely information about customer health and product usage.
• Master and Teach: Become a product expert and confidently demonstrate how to leverage our solutions for specific use cases.
• Customer Support: Address inquiries, issues, and concerns promptly; collaborate with technical support and product development to resolve complex problems, escalating when necessary, and communicate updates and resolutions to customers.

• Recent Graduate: A bachelor’s degree in a relevant field is preferred. Graduates with a passion for technology and a desire to pursue a career in customer success are encouraged to apply.
• Tech Savviness: Strong technical aptitude and familiarity with SaaS solutions. Ability to quickly grasp complex software systems and effectively communicate technical concepts to non‑technical audiences.
• Customer‑Focused Mindset: Genuine passion for delivering exceptional customer experiences. Proven ability to empathize with customers, understand their needs, and provide effective solutions. Strong relationship‑building skills and a commitment to customer success.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills. Ability to articulate ideas clearly, actively listen, and adapt style to different audiences. Proficiency in English is required; additional language skills are a plus.
• Problem‑Solving Abilities: Strong analytical and problem‑solving skills, with the ability to think strategically and provide innovative solutions. Demonstrated ability to work independently, prioritize tasks, and manage multiple deadlines effectively.
• Adaptability and Agility: Thrives in a fast‑paced, dynamic environment. Quick to adapt to changes, learn new technologies, and navigate ambiguity. Proactive, self‑motivated, and willing to take ownership and drive initiatives.
• Location:
  
  Candidates must be located in the DMV area.

• A supportive place to work with incredible teams worldwide
• Genuine career progression opportunities
• Attractive remuneration package
• 100% paid private medical insurance
• Flexible working schedule
• Monthly “all hands” and other team‑building events