About the role

ContactVerse's customers hand us something that matters: the calls and messages their business depends on. This role owns those relationships after the sale, making sure the agent is answering the way the business actually speaks, catching trouble before it becomes a complaint, and growing the account because it deserves to grow.

What you will do

• Own a set of accounts from onboarding onwards, including the awkward first month.
• Make the product work for their business rather than in general.
• Spot the account going quiet, because a customer who stops using something rarely tells you first.
• Own renewal and expansion, honestly. We would rather keep a customer than oversell one.
• Be the route back into product for what customers actually need.
• Handle the difficult conversation yourself rather than escalating it by reflex.

Your first year

First 90 days. Accounts known properly, with a view on the risk in each.

By six months. Retention holding and the product team acting on what you bring back.

By twelve months. Accounts growing because they are well served.

What you will bring

• Three years or more managing B2B customer relationships with commercial responsibility.
• Can hold a technical conversation without needing an engineer in the room.
• Has saved an account that was leaving, and can say what actually turned it.
• Comfortable delivering bad news early.
• Organised enough to run many accounts without any of them feeling neglected.

Nice to have

• SaaS, especially where usage drives value.
• Small and mid-sized business customers.
• Contact centre or telephony.
• Experience of a product that was still maturing.

What you will work with

A CRM, usage and analytics data, and a product team small enough to act on what you tell them.

What this role is not

Not a renewals administrator. The relationship is the job.

How we work

Everything is remote and nobody is in an office. The team spans the UK and India, with the main working overlap in the evening IST. The precise pattern is agreed with you rather than imposed.

We are a small company and we write things down. Decisions are recorded, corrections are made to the source rather than to the output, and status is expected to be honest even when it is unwelcome.

Compensation and what we offer

• Fully remote working, with company-provided equipment where the role requires it.
• A role with unusual scope for its level, because the organisation is being built rather than joined.
• Direct access to the founders. There are no layers between this role and the people making the decisions.

How we will assess you

We assess against three or four weighted signals agreed before we read a single CV, rather than against years of experience or a list of tools. Expect three stages:

• Introductory conversation with our People team. About 30 minutes, covering the role, your background and what you are looking for. This first conversation may be with an AI assistant; you will be told at the time and may ask to speak to a person instead.
• Conversation with the hiring manager. About 60 minutes, going deep on what you have done and how you think.
• A working session on a real ContactVerse problem. About 60 to 90 minutes. Not a whiteboard exercise and not a take-home test you do unpaid in your evenings.

We aim to complete the process within three weeks and to give you a decision, with reasons, within three working days of the final stage.

Equal opportunity

ContactVerse is an equal opportunity employer. We welcome applications regardless of age, disability, gender identity or expression, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation. We select against the published signals for the role and nothing else. If you need an adjustment at any stage of the process, tell us and we will make it. It will not count against you.

Research consistently shows that some candidates apply only when they meet every criterion. If this role interests you and you meet most of what is listed, please apply.

How to apply

Write to career@contactverse.ai quoting reference POS-035, with your CV and a short note (a few paragraphs is plenty) on the part of this role you would most want to get your hands on, and why.