The Role
Own relationships with assigned global customers, guiding onboarding, adoption, business reviews, issue resolution, renewals, and expansion opportunities. Monitor customer health and product usage, coordinate cross-functional action plans, maintain account records and success plans, and advocate for customer needs internally. The role requires fluent French, German, and English, global collaboration, and up to 25% travel.
Summary Generated by Built In
At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we make workplaces safer every day.
As a Customer Success Manager at Veriforce, you will be the primary relationship owner for assigned global customers and a key liaison between customers and internal teams. You will guide global customers through onboarding, adoption, strategic touchpoints, business reviews, health monitoring, issue resolution, and renewal readiness. Success in this role requires building trusted relationships, understanding each customer’s business goals, and helping customers realize measurable value from Veriforce products and services. You will be part of the global team, a startup within the larger Veriforce organization, which is private-equity-backed and fast-paced.
This position requires up to 25% travel. A valid passport is required for this role.
As a Customer Success Manager at Veriforce, you will be the primary relationship owner for assigned global customers and a key liaison between customers and internal teams. You will guide global customers through onboarding, adoption, strategic touchpoints, business reviews, health monitoring, issue resolution, and renewal readiness. Success in this role requires building trusted relationships, understanding each customer’s business goals, and helping customers realize measurable value from Veriforce products and services. You will be part of the global team, a startup within the larger Veriforce organization, which is private-equity-backed and fast-paced.
This position requires up to 25% travel. A valid passport is required for this role.
Key Responsibilities
Account Ownership
• Achieve world-class renewal rates and actively identify expansion opportunities.
• Own day-to-day customer relationships for assigned accounts and serve as the consistent point of contact throughout the customer journey.
• Develop a clear understanding of each customer’s goals, challenges, success criteria, operating model, and value expectations.
• Maintain accurate account information, success plans, action items, and customer health indicators in the relevant customer success systems.
Account Plan Execution
• Execute account engagement plans through regular standing calls, strategic check-ins, business reviews, and customer follow-up.
• Support onboarding, product adoption, change management, and customer education activities to improve usage and long-term value.
• Identify renewal risks and expansion opportunities, and coordinate with Sales, Support, Product, Finance, and Professional Services as needed.
Risk Mitigation and Issue Resolution
• Monitor customer health, satisfaction, product usage, and feedback to identify potential risks.
• Coordinate internal action plans to address customer concerns, track progress, and communicate updates clearly to stakeholders.
• Escalate priority issues appropriately while maintaining ownership of customer communication and follow-through.
Cross-functional Collaboration and Advocacy
• Collaborate with internal teams to deliver a unified customer experience and smooth handoffs across the customer lifecycle.
• Act as the voice of the customer by sharing product feedback, enhancement requests, and business insights with internal teams.
• Contribute to customer advocacy opportunities such as references, case studies, and success stories where appropriate.
Skills, Knowledge and Expertise
• Bachelor's degree in business, Management, or related field, or equivalent relevant experience.
• 3+ years of experience in Customer Success, Account Management, Client Success, SaaS, or related customer-facing field.
• At least 1 year of experience working for global organizations, across multiple continents and time zones.
• Strong understanding of customer success best practices, account planning, adoption, retention, and customer health management.
• Excellent communication, interpersonal, presentation, and stakeholder management skills.
• Ability to analyze customer data, identify insights, and use those insights to support account planning and decision-making.
• Familiarity with Salesforce, Totango, CRM platforms, customer success tools, or similar systems. Ensure your familiar platforms are noted in your CV.
• Fluent professional communication skills in French, German, and English are required.
Benefits
Here are just a few of the great reasons you should join our team:
• Work with a global team across North America and international regions
• Be part of a company where culture is a top reason people stay and grow their careers
• Generous paid time off
• Remote work flexibility
• Internet allowance
All job offers are contingent on successful completion of a background check.
• Work with a global team across North America and international regions
• Be part of a company where culture is a top reason people stay and grow their careers
• Generous paid time off
• Remote work flexibility
• Internet allowance
All job offers are contingent on successful completion of a background check.
About
Equal Employment Opportunity We are an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work. If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.
Skills Required
- Bachelor's degree in business, management, or a related field, or equivalent relevant experience
- At least 3 years of experience in Customer Success, Account Management, Client Success, SaaS, or a related customer-facing field
- At least 1 year of experience working for global organizations across multiple continents and time zones
- Strong understanding of customer success best practices, account planning, adoption, retention, and customer health management
- Excellent communication, interpersonal, presentation, and stakeholder management skills
- Ability to analyze customer data, identify insights, and use them for account planning and decision-making
- Familiarity with Salesforce, Totango, CRM platforms, customer success tools, or similar systems
- Fluent professional communication skills in French, German, and English
- Valid passport
- Successful completion of a background check
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The Company
What We Do
We help create better workplaces, and help to keep people safe, reduce risks and simplify processes through our expert teams and technology. Since 1979, we’ve been providing our clients with market-leading compliance and risk management solutions. We have expanded over the years to include certification, accreditation, HR and health and safety consultancy for SMEs, and training expertise, resulting in the Alcumus business that exists today. By building great relationships with our customers, we understand their needs and provide a range of technology solutions, advice and support that helps to identify and minimise risks, navigate compliance and create better workplaces to keep people safe. Our solutions go beyond simple box ticking exercises, where we constantly look for new and innovative ways to support and enhance our clients’ businesses and make it easier for them to keep their workforce safe by embracing new and evolving technology. Our team includes over 1,000 employees across our UK, North American, American and APAC offices. We take great pride in being an inclusive organisation by respecting and appreciating each individual, regardless of age, gender, ethnicity, religion, disability, sexual orientation, education, or nationality, creating a safe, positive, and nurturing environment. Whether you’re a contractor, SME or multi-national enterprise, we’re here to help create safe and effective workplaces.
