Maintain ≥90% gross retention of Restorative Partners
Achieve renewal discussions initiated ≥3 months before contract end in 90% of accounts.
Drive expansion opportunities equal to 10% of book ARR.
Partner with Sales to close at least 2 upsell/cross-sell deals.
Provide insights that result in 1-3 roadmap, CS process improvements to scale or marketing changes implemented
Represent the company in customer-facing events (webinar, case study, panel) involving min 30% of key customer base.
Foster a deep connection with customers that transforms satisfied customers into enthusiastic advocates and raving fans of Veritree.
Take ownership of the onboarding process, ensuring a smooth transition for new customers.
Act as a bridge between customers and technical support, ensuring timely and effective assistance and training.
Partner closely with customers to understand their unique needs and goals.
Gather feedback, insights, and suggestions from customers and communicate this information to internal teams.
Demonstrate a commitment to ongoing learning and experimentation.

4+ years of B2B customer-facing experience with a high degree of comfort meeting and presenting to executive-level contacts.
Exceptional communication skills whether over email, phone call, video call, or in-person.
Proficient using Excel, Hubspot (or other project management tool), Slack, and Google
Experience working in a fast-paced work environment with the ability to work independently, prioritize responsibilities, and manage time effectively. You thrive in a fast-paced, sometimes ambiguous environment with little or changing processes
SaaS experience is highly beneficial but we recognize experience comes from all walks of life
You have a strong bias for action and diving in to learn the ins and outs of our products and services.
Your strong and curious nature makes you unafraid to ask questions about our products, business, and our partners’ goals.
You are driven to help others succeed, both our customers & your colleagues!
You are a creative thinker and problem solver who loves to tell stories.

Competitive salary with a performance-driven framework that ensures fair and consistent compensation reviews, tied to individual impact and business growth
Extended health, dental, and vision benefits
Additional Health Spending Account (HSA) / Lifestyle Spending Account (LSA) to support your well-being and lifestyle interests
A variety of time-off programs, including vacation, personal days, and a 4-week remote work program each year
Employee discount with tentree, our sister company
A flexible, hybrid work environment designed for collaboration and focus-driven impact

Customer Success Manager

Key skills