Customer Success Manager

job description

Hybrid - you must be prepared to come into our Cambridge office twice per week on average.

Travel to customer sites in UK, Europe, and worldwide will be required. You must have the right to work in the UK.

Blackdot Solutions builds investigations software used by governments, banks, and global organisations to solve complex intelligence and financial crime challenges.

Our flagship product, Videris, is the industry-leading platform for OSINT collection, analysis, and visualisation. We are now expanding our capabilities with Videris Automate, an evolution of our technology that applies AI-driven orchestration to surface insights, accelerate investigations and deliver repeatable, auditable intelligence workflows.

This role will play a direct part in helping us succeed with both Videris and Videris Automate. You'll join a team of smart, curious and mission-driven professionals who care deeply about solving meaningful problems for enterprise clients.

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. You'll be the dedicated contact for a diverse portfolio of customers, helping them to maximise their use of Videris.

Responsibilities

The Customer Success Manager serves as the primary Blackdot contact after an agreement has been signed, playing a critical role in the development and ownership of relationships with users and senior stakeholders. You will be responsible for onboarding new customers, ensuring they get up and running smoothly, working to understand their goals and objectives, helping solve their problems and liaising closely with internal stakeholders in Sales, Support, Product and Engineering to ensure customer questions are addressed. You will be a key conduit for customers back into Blackdot, gathering feedback and success stories including case studies and references, playing a key role in ensuring we understand clients' use cases and requirements for the ongoing development of our platform.

Your responsibilities will include:

• Developing trusted long-term relationships with users and senior decision makers, acting as the first point of contact for advice, training and support, and managing relevant risks within a customer context
• Understanding the wide range of use cases and requirements across your customers and helping each customer to meet these requirements using Videris, including through AI-enabled workflows
• Acting as the product subject matter expert as relates to your customers' use cases
• 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, working with our Product team to ensure that the customer's voice is heard - whilst managing customer expectations
• Working with clients to build advocacy, including co-ordinating with Marketing to generate relevant case studies, references, and webinars
• Supporting renewals and upsells in your assigned accounts, liaising with internal and external stakeholders as appropriate
• Proactively identifying commercial opportunities within existing accounts and working with sales and presales resources as required

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 at what you do, but keen to experience new ideas and to learn further. This position is key to ensure we as a business understand our customers' use cases and investigations needs, and to ensure 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 OSINT investigations experience leveraging similar technology
• Rapport building skills: you're able to engage and build relationships with customers from a wide range of industries and with varying levels of seniority
• A hands-on, proactive mindset and willingness to get stuck in
• Exceptional verbal and written communication skills: You will also be adept at delivering presentations to clients and partners
• Experience in delivering training
• Experience in applying AI to enhance customer workflows
• Ideally you will have an investigations background with an understanding of how to leverage OSINT techniques and tools to conduct complex investigations
• Competitive salary with regular pay reviews
• 25 days holiday and the flexibility to carry over
• The chance to work with some of the best people in the business.
• Strong work-life balance & flexible working
• Ability to participate in share option scheme after 12 months
• Vitality health insurance
• Cycle to work scheme
• Electric Vehicle (EV) scheme
• Enhanced pension contributions
• Enhanced parental leave
• Regular and varied company socials

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.