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    Customer Success Director - New York, United States - Vertice

    Vertice
    Vertice New York, United States

    1 week ago

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    Description
    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 Director within Customer Success, you'll play a pivotal role within our post-sales leadership team, developing the strategy and reporting on the growth within our North America customer base. You'll work with a variety of 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 an individual who loves customers, is data and commercially-driven, whilst thriving on elevating the customer experience and team to new heights. We are a rapidly growing team with a thirst to learn and develop and are looking for leaders who are passionate about sharing their knowledge and coaching talented individuals.

    Responsibilities

    Set a customer success strategy and vision for our team and customers across North America, driving customer growth across the region:
    • Able to forecast and report on KPIs to senior management
    • Expand our revenue in accounts through cross-sell and up-sell opportunities with our SaaS and Cloud products
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and customers championing Vertice
    Build and lead a world-class team:
    • Develop a high-performing team, managing 3-8 CSMs, Snr. CSMs and Team Leads
    • 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:
    • Act as an executive sponsor across our EMEA relationships.
    • Act as an escalation point for risk management
    • Manage several of our strategic and enterprise relationships with EMEA customers directly
    • Act as a speaker at conferences and customer webinars
    Requirements
    • You'll have 10+ years of experience working in Customer Success at a SaaS or Cloud company, or a related discipline in Consulting.
    • 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 drive revenue growth across a region and proven ability to develop and 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.
    • You are multi-lingual (desirable)
    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 note

    If you aren't sure this job applies to you, feel free to send your CV to , and we'll be happy to take a look and see
    if you could be a good fit anywhere else in our business

    #LI-Hybrid
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