This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in the United States.
The Customer Success Manager will oversee a portfolio of commercial and mid-market customers, driving product adoption, customer satisfaction, and long-term retention. As a trusted point of contact, you will help customers achieve their business goals while maximizing the value of innovative identity verification and fraud prevention technology. You will develop success plans, monitor account health, coordinate renewals, and identify opportunities to improve product usage. Working closely with Sales, Support, and Product teams, you will resolve customer challenges and ensure feedback informs continuous improvement. This role offers the opportunity to deepen your expertise in customer success while building the relationship management and commercial skills needed to progress toward more complex enterprise accounts. The position is fully remote within the United States and requires occasional travel to support customer relationships and business initiatives.
Accountabilities:
In this role, you will manage the customer lifecycle for an assigned portfolio, ensuring consistent engagement, measurable value realization, and proactive account management.
- Manage a portfolio of commercial and mid-market accounts, tailoring outreach and engagement strategies to customer goals, account history, and lifecycle stage.
- Serve as the primary point of contact for customers, building trusted relationships with day-to-day contacts and developing credibility as an advisor on product adoption and business value.
- Create and maintain customer success plans aligned with customer objectives, leading regular adoption reviews and identifying underutilized product features.
- Communicate the value delivered by the platform in business terms, quantify realized benefits against expectations, and align with customers on outcomes.
- Coordinate the renewal process for assigned accounts in partnership with Account Executives, manage renewal timelines, maintain accurate forecasts, and escalate commercial decisions when necessary.
- Monitor account health and proactively identify renewal risks, developing action plans to improve engagement, adoption, and retention.
- Handle day-to-day customer concerns and lower-complexity escalations, coordinating with Support and Product teams to resolve issues and address root causes.
- Collaborate with Account Executives, Support, and Product on account initiatives, sharing clear summaries of customer feedback and participating in cross-functional account discussions.
- Maintain accurate account plans, track customer progress, and use Gainsight health scores and reporting tools to guide engagement decisions.
- Help customers implement new product features, communicate relevant updates, and educate them on fraud prevention and authentication best practices.
- Facilitate product enhancement requests, beta engagements, customer references, and case studies while ensuring customer insights reach the appropriate internal teams.
- Establish appropriate engagement cadences to address outstanding issues, review performance, and encourage continued product adoption.
- Conduct annual customer satisfaction surveys, communicate findings internally and externally, and manage contractual commitments and monthly subscription license usage.
- Use Gainsight, Salesforce, analytics, and reporting tools to monitor customer health, interpreting system-generated signals with sound judgment and contextual understanding.
Requirements:
The ideal candidate is a customer-focused professional with experience managing technology accounts, communicating business value, and coordinating renewals while navigating evolving customer needs.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1
