Vable

Customer Success Manager

• Serve as the first-line technical escalation for the Client Success team - validating and troubleshooting issues raised by colleagues or clients, and proactively identifying potential platform or content-related problems to escalate appropriately before they reach Engineering.
• Conduct issue validation and replication to identify whether the root cause relates to configuration, platform functionality, or content.
• Own all client-facing communication related to content sources, providing proactive updates, clear explanations, and timely responses to client requests, and occasionally assisting with content-related tasks to maintain understanding of technical processes and provide backup support when needed.
• Translate technical issues into clear, actionable updates for clients and internal stakeholders.
• Provide structured feedback loops between Client Success, including the content management team, and the Product and Engineering teams - sharing patterns and insights that help prevent recurring technical issues or highlight risks.
• Ensure troubleshooting steps and learnings are documented and shared - maintaining clear internal references and contributing to team knowledge and client-facing guidance where technical clarity is needed.
• Stay up to date with platform functionality and updates to ensure accurate troubleshooting, documentation, and client communication.
• Support and perform technical configurations such as Single Sign-On (SSO), Active Directory, or future API connections for new and existing clients.

Technical Client Success Specialist

Content Marketing Manager

• Take ownership of the AI-driven pipeline that processes thousands of articles daily
• Monitor and optimise AI-driven classification and entity extraction
• Manage quality metrics (precision, recall, F1) and drive continuous improvement
• Control and optimise AI processing costs, balancing quality with efficiency
• Ensure publisher agreement compliance for AI processing
• Analyse search patterns and platform usage to understand client information needs
• Expand and refine taxonomies based on real usage data and feedback
• Identify content gaps and opportunities for new information products
• Translate insights into actionable improvements for classification accuracy
• Report to the Head of Product and collaborate with Customer Success and product teams
• Ensure operational excellence, reliability, and uptime for production systems

Technical Client Success Specialist

Content Intelligence Lead