Customer Success Manager

CertifID - Austin, TX

Full-time - Mid Level

Hybrid - Austin, TX

Publishing Industries

About the position

CertifID is seeking a curious and self-driven Customer Success Manager. As the primary point of contact and Customer Advocate for a portfolio of Mid-Market and SMB Customers, you'll be responsible for both the implementation of new customers and the ongoing engagement/ nurturing of existing customers to expand usage and support their ongoing success with CertifID. You'll bring your passion for Customer Success to conversations demonstrating expertise in both our products and services.

Responsibilities

• Manage a book of business that will range in size to manage initial onboarding and ongoing success
• Develop and maintain strong relationships with key stakeholders within your accounts
• Partner with the sales team to manage a smooth transition from sales to implementation through expansion and renewal
• Working closely with your customers, deliver employee training on CertifID's technology & how it will be applied within their business
• Create and execute success plans to maximize customer adoption through regular touchpoints
• Drive customer engagement and usage of CertifID's products by utilizing tailored strategies aligned to your customers goals
• Conduct regular virtual and in-person check-ins, business reviews, and customer training sessions
• Establish yourself as a trusted advisor by serving as a subject matter expert on CertifID's products, industry trends, and best practices
• Identify and cultivate customer references, referrals, and case studies
• Proactively identify and address potential risks to customer satisfaction and retention, developing strategies to mitigate these risks
• Act as the customer advocate and liaison between customers and CertifID's Product Team to translate business requirements into enhancement

Requirements

• 5+ years of experience in customer success or relationship management (typically)
• Familiarity with customer success platforms and tools (e.g., Salesforce, Gainsight, etc.)
• Self-starter attitude with a proactive approach to problem-solving and decision-making
• A growth mindset, willingness to take risks, and champion new initiatives
• Strong social and interpersonal skills
• Excellent organizational skills with the ability to manage time and resources effectively
• Exceptional communication skills, both verbal and written
• Passion for technology and innovation, with a desire to make a meaningful impact on customer success
• Strong problem-solving skills, quick thinking

Benefits

• Health, dental, and vision Insurance
• 401k with matching and no waiting period
• Company Equity
• Wellness reimbursement of $300/year
• Life insurance
• Parental leave
• 20 vacation days
• 5 sick days
• 12 company-paid holidays
• 2 mental health half-days
• No work on your birthday
• Beautiful office with lots of parking