Enterprise Customer Success Manager

VisibleThread; Arlington (VA); On-site; USD 95,000 - 150,000; Full time

Benefits offered by this job

Private medical insurance

Flexible schedule

Competitive salary

Team events

Job summary

VisibleThread in Arlington, VA is seeking a hands-on Customer Success Manager to own relationships with enterprise customers in the government contracting sector. You will understand goals, map workflows, and ensure customers get maximum value from VisibleThread.

You will onboard, train, drive adoption, and collaborate with product and support teams, with a focus on renewals and upsell opportunities while maintaining a strong customer-centric approach.

Qualifications

• 5+ years’ experience in customer success, account management, or a customer-facing SaaS role.
• GovCon industry experience is beneficial.
• Strong program management, change management and supporting user adoption.
• Must be AI savvy.
• Comfortable with technology and able to learn a product deeply and explain it simply.
• Curiosity about customers' problems and drive to solve them.
• Sharp communication skills, written and verbal.
• Self-starter who thrives on ownership, not hand-holding.

Responsibilities

• Own the relationship with a portfolio of enterprise customers within VisibleThread's GovCon base.
• Onboard and train new customers and drive value quickly.
• Drive adoption and turn usage into measurable outcomes and efficiency gains.
• Bridge between customers and product/support teams when issues arise.
• Grow the relationship by renewing and upselling in collaboration with Sales.

Skills

Customer success

Account management

SaaS

GovCon experience

Job description

VisibleThread's RFP Intelligence Platform helps the world's largest government contractors win more business by reducing risk and improving efficiency. We're growing fast, and we need a hands-on Customer Success Manager to keep that momentum going. We work with the largest government contracting customers in the world across Defense & Space, IT Services and Healthcare.

You'll own the relationship with a portfolio of enterprise customers. Your job: get close to their world, understand the pain and challenges they're solving for, and show them how to use VisibleThread to drive real value and efficiencies. This is a relationship-first, hands-on role that involves ongoing customer engagement.

About the Role

• Build trust fast. Become the go-to person for your accounts. understand their goals, their workflows, and where they're getting stuck.
• Own $3M in ARR across a number of large Enterprise Accounts
• Onboard and train. Get new customers up and running quickly, and teach them how to get the most out of VisibleThread.
• Drive adoption. Turn product usage into measurable outcomes; efficiency gains, reduced risk, better compliance.
• Solve problems. Be the bridge between customers and our product and support teams when issues come up.
• Grow the relationship. Spot renewal and upsell opportunities, and work with sales to close them.

• 5+ years’ experience in customer success, account management, or a customer-facing SaaS role.
• Experience working in the GovCon industry would be beneficial
• Strong program management experience, change management and supporting user adoption
• Must be AI savvy
• Comfortable with technology — you can learn a product deeply and explain it simply.
• A genuine curiosity about customers' problems, and the drive to solve them.
• Sharp communication skills, written and verbal.
• A self-starter who thrives on ownership, not hand-holding.

• Work with major global brands across Defense, IT Services, and Healthcare.
• A flat, fast-moving team with real career growth.
• 100% paid private medical insurance.
• Flexible working schedule.
• Competitive salary and annual leave.
• Monthly all-hands and team events with people worldwide.