Customer Success Manager

Working at Blackdot

Blackdot Solutions makes investigations software. Our product, Videris, is a leading solution that transforms the way organisations collect, analyse, and visualise open-source intelligence (OSINT). Governments, banks, and other international organisations use Videris to tackle some of the most complex investigative challenges our society faces. We're looking for creative self-starters who love working with highly sophisticated and demanding customers to join our fast-paced, dynamic team. You'll be working in a team of friendly and driven product and sales professionals with a wide range of experience and interests.

Location

Hybrid - you must be prepared to come into our Cambridge office on average of twice per week. Travel to customer sites in UK, Europe, and worldwide will be expected. You must have the right to work in the UK.

About the role

As part of our Customer Success team, you'll play a vital role in ensuring that our customers have an excellent experience with our product, Videris, by becoming a product champion You'll be the dedicated contact for a diverse portfolio of customers, helping them to maximise their use of Videris. You'll work closely with customers to understand their investigative workflows, helping them translate goals into tangible outcomes.

The Customer Success Manager is a part of the commercial team, and you will be responsible for managing the end-to-end relationship, including the renewal of your accounts, identifying, progressing and closing upsell opportunities, often working with other stakeholders in Sales and the wider Blackdot team.

Responsibilities

Once a contract is signed, you become the primary point of contact for users and senior stakeholders, owning the long-term relationship and ensuring they achieve meaningful value. You will understand your client's needs, goals, and their use case, enabling you to develop bespoke workflows and ensure that your customers meet their value expectations. As the CSM, you will be working closely with internal stakeholders in Support, Product, and Engineering to ensure customer questions are addressed and their voice is heard. You will be responsible for renewing and growing your accounts, as well as gathering feedback and success stories, including case studies and references, to aid the ongoing development of our platform.

Your responsibilities will include:

·     Developing trusted long-term relationships with users and senior decision makers, and acting as the first point of contact for advice, training, and support.

·     Understanding the wide range of use cases and requirements across your customers and helping each customer to meet these requirements using Videris.

· 
Become a true product expert by understanding every application of Videris and staying ahead of new features and improvements.

·     Proactively identifying commercial opportunities within existing accounts and working with sales and pre-sales resources as required.

·     Planning and delivering high-quality training sessions to new and existing customers according to their needs.

·     Sharing best practice advice on emerging OSINT trends and the use of new and existing features of the platform.

·     Collating client feedback and work with our Product team to ensure that the customer's voice is heard.

·     Ownership of renewals and upsells in your assigned accounts, including proposal, quote creation, contract negotiations, and liaising with internal and external stakeholders as appropriate.

·     Participating in pre-sales meetings and industry events.

·     Working with clients to build advocacy, including co-ordinating with the Marketing team to generate relevant case studies, references, and webinars.

·     Working to ensure that customers have the best experience possible with Videris

About you

We're looking for someone who thrives in a fast-paced, collaborative environment, and enjoys working with sophisticated customers on meaningful challenges. You will be expert-level at what you do, but keen to experience new ideas and to learn further. This position is key to ensure we as a business we understand our customers' use cases and investigative needs, and to ensuring the ongoing success of our existing business.

This role requires you to have the following:

• 3+ years experience in a customer-facing role at a B2B company
• And/or 3+ years investigations experience leveraging similar technology
• Ideally you will have an investigations background with an understanding of how to leverage OSINT techniques and tools to conduct complex investigations.

Rapport building:

• You're able to engage and build relationships with customers from a wide range of industries and with varying levels of seniority.
• Understanding customer perspectives and fostering trust.
• Being patient and solution-oriented during difficult conversations.

Data Analysis:

• Analysing usage data and customer feedback to identify trends.
• Present data-driven insights to clients and internal teams.
• Arrange retrospectives with the Product team and internal stakeholders when there has been a negative customer experience, user reduction, or churn.

Self-motivated:

• Spend time becoming the solution expert - understanding its capabilities, its applications, and its value proposition for different clients.
• Take the initiative to reach out to customers, proactively offer support, and identify commercial opportunities.

Time Management:

• Prioritise tasks effectively to meet client deadlines.
• Balance customer needs with company objectives.

Communication:

• Have exceptional verbal and written communication, both internally and externally.
• You will also be adept at delivering presentations to clients and partners.

Benefits

We believe people do their best work when they're supported both professionally and personally, so you'll enjoy:

• Competitive salary with regular reviews

• 25 days holiday (with carry-over flexibility)

• Share option scheme (after 12 months)

• Professional development days & role-specific training

• Vitality health insurance

• Enhanced pension contributions

• Enhanced parental leave

• Cycle to work scheme

• Regular and varied company socials

• Strong work-life balance & flexible working policy

How to apply

Please submit a CV and cover letter to apply. The application process will consist of an initial screening call, followed by an interview with Mark Stevens or Antonia Edmunds and up to 2 other stakeholders in either the Product or Customer Success teams (usually in one interview). You will be asked to conduct an OSINT investigation assessment exercise in advance of the interview, where you will need to present your approach and findings. Applicants can expect to hear from a Blackdot team member within two weeks of submitting their application.

If you have any questions about the role, please contact

Diversity, Equality and Inclusion

Blackdot Solutions is an
equal opportunities employer, welcoming applications from all people, regardless of their race, sex, disability, age, religion, or sexual orientation. We conduct regular pay reviews to prevent pay discrimination and ensure equitable pay based on role and experience. We are committed to providing a safe, rewarding workplace for all employees and are happy to provide reasonable adjustments where needed.