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Vertex Inc. · 3 days ago

Lead Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$65K/yr - $85K/yr

6+ years exp

Vertex Inc. is a company focused on driving product adoption and delivering high business value while cultivating deep customer relationships. The Lead Customer Success Manager will be responsible for renewals, account management, customer success planning, and expansion sales, ensuring overall customer satisfaction and value realization.

ComplianceDocument ManagementSoftware

Responsibilities

Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value

Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success

Act as an extension of the customer, being a proactive advocate within Vertex and the customer to accomplish defined objectives

Proactively grow the breadth and depth of strategic relationships within assigned customers

Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption

Closely manage and nurture accounts to identify and eliminate risk of attrition

Partner with internal stakeholders to align account activities with the customers business case and strategy

Proactively informs customers of features, issues, resolutions that may increase customer value and loyalty

Ensure customers are aware of and educated on new features and releases

Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers business needs

Own the delivery of periodic customer health-checks

Identify renewal risk(s) and partner with internal teams to recommend a solution, remediate, and ensure a successful renewal

Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services

Identify areas for cross selling/up-sell opportunities to expand sales

Participate in other projects or duties

Qualification

Customer success managementAccount managementSaaS experienceSalesforceData analysisCommunication skillsProject managementPresentation skillsOrganizational skillsDetail-oriented

Required

Bachelor's Degree

Six (6) plus years of customer success, account management, or sales experience in SaaS or similar industry

Minimum 3 years in a customer service-oriented role required

Broad knowledge and experience in Sales and Marketing processes and systems

Experience with Sales and Marketing technology such as Salesforce, etc

Excellent technical aptitude with the ability to analyze and decipher large amounts of customer data

Excellent communication skills, including issue tracking, triaging and crisis management

Ability to efficiently manage multiple customer projects simultaneously

Ability to communicate with internal and external customers and all levels of management

Understands how to communicate difficult/sensitive information tactfully

Ability to understand and manage client expectations effectively

Excellent verbal and interpersonal communication skills

Proficient in Microsoft Excel and PowerPoint

Strong ability to effectively communicate technical information to non-technical audiences

Delivers informative, well-organized presentations

Excellent organizational skills, with the ability to meet strict deadlines

Must be detail-oriented and able to manage multiple projects and be customer-focused

Ability to interpret and follow written instructions

Preferred

Experience in any of the following is helpful, Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information and Developing Standards

Benefits

Vertex Bonus Plan (VOB)

Role-specific sales commission/bonus

Equity grants

Company

Vertex Inc.

The rapid changes taking place in today’s global business, technology, and regulatory environments are having a compounding effect on the complexity of indirect tax management and putting more pressure on the corporate tax function than ever before.

Founded in 1978

King Of Prussia, Pennsylvania, USA

1001-5000 employees