Customer Success Manager - Commercial ID

About the position

We seek a highly motivated and detail-oriented Customer Success Manager to join our dynamic team. As a Customer Success Manager, you will be critical in leading customers throughout their journey with ID.me. This position requires strong account management skills and the ability to orchestrate multiple resources and team members to ensure our customers achieve the value promised during the sales process. Success in this role is not only about building and maintaining strong relationships but also ensuring we’re making our customer partnerships better every day by identifying potential integration and messaging improvements, expansion opportunities, and the various ways we can help them to achieve their strategic goals.

Responsibilities

• Own the relationship and ultimate success of a portfolio of ID.me’s top commercial customers, including initial onboarding, strategy development, product optimization, and retention.
• Develop a trusted advisor relationship with clients, understanding their business strategy and KPIs.
• Deliver next-level results and service while continuously considering creative solutions to improve products and increase adoption.
• Serve as your clients’ advocate internally by liaising with senior leaders across ID.me, including sales, marketing, product, engineering, and support.
• Maximize value for your clients by influencing decision-makers to implement ID.me according to best practices and by leveraging our entire suite of services.
• Transformed clients into champions by maintaining high levels of engagement and communication, conducting routine performance reporting, strategic planning, and business reviews.
• Drive customer advocacy through net promoter score (NPS), case studies, testimonials, and referrals.
• Contribute to the evolution of process and product through organized and data-driven communication.
• Effectively identify, respond, and resolve integration issues and renewal risk independently and through collaboration with ID.me teammates.
• Lead detailed product training sessions to educate customers on features, user experience, and best practices.
• Provide consultative guidance to customers on how to maximize the value of our products/services.
• Share best practices and common pitfalls to lead the customer to successful outcomes.

Requirements

• 5+ years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or similar roles with high-growth software companies.
• 2+ years of experience selling an identity verification solution.
• Year-over-year quota attainment coupled with a demonstrated ability to track and measure impact.
• Demonstrated success in fast-paced and demanding environments – you relish adversity, overcoming obstacles and solving challenging problems.
• Strong communication skills and high EQ makes you patient, tact, resilient, and equally effective in building consensus and de-escalating conflict.
• Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized.
• Strong quantitative and analytical skills with the capacity to independently build convincing, data-driven proposals.
• Proactive, confident and energetic attitude with the desire to be a key player on a high-performing, fun-loving team.
• Entrepreneurial spirit with a healthy dose of humility.

Benefits

• Comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts)
• Basic and voluntary life and AD&D insurance
• 401(k) with company match
• Parental leave
• Unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company-wide holidays
• Short and long-term disability insurance
• Accident and critical illness insurance
• Referral bonus policy
• Employee assistance program
• Pet insurance
• Travel assistant program
• Wellbeing and childcare discounts
• Benefit advocates
• Learning and development benefit