Sr. Strategic Customer Success Manager

Senior Strategic Customer Success Manager

Socure is building the identity trust infrastructure for the digital economy verifying 100% of good identities in real time and stopping fraud before it starts. The mission is big, the problems are complex, and the impact is felt by businesses, governments, and millions of people every day.

We hire people who want that level of responsibility. People who move fast, think critically, act like owners, and care deeply about solving customer problems with precision. If you want predictability or narrow scope, this won't be your place. If you want to help build the future of identity with a team that holds a high bar for itself keep reading.

The Senior Strategic Customer Success Manager is responsible for cultivating and maintaining strong relationships with Socure's customers, ensuring high levels of satisfaction, retention, and measurable business outcomes. As a trusted advisor, the CSM partners with customers to drive adoption, maximize value, and proactively address risks. This role collaborates cross-functionally with sales, product, support, and executive teams to deliver a seamless customer experience and support Socure's growth objectives.

Job Responsibilities

• Serve as the primary point of contact for a portfolio of customers, managing the post-sale relationship and ensuring a positive client experience.
• Build trusted relationships with key stakeholders, acting as a strategic partner and advocate for their business objectives.
• Guide onboarding, training, and ongoing support to drive product adoption and usage across the customer base.
• Proactively monitor customer health, identify risks, and develop action plans to address issues and ensure retention.
• Conduct regular business reviews, performance reports, and value demonstrations to customers and executive stakeholders.
• Collaborate with sales, product, support, and executive teams to ensure a seamless customer experience and maximize customer value.
• Identify and pursue upsell and cross-sell opportunities in partnership with account management.
• Gather and relay customer feedback to inform product improvements and business strategy.
• Maintain accurate records of customer interactions, health metrics, and account plans.
• Resolve complex customer issues by coordinating with support, product, and engineering teams as needed.
• Champion innovation in customer engagement models, approaches, and value creation.

Job Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 8+ years of experience in customer success, account management, or a related fieldpreferably in B2B technology, fintech, or SaaS.
• Proven ability to build and manage relationships with customers and act as a trusted advisor.
• Strong written and verbal communication skills.
• Analytical skills to interpret customer data, identify trends or risks, and drive action.
• Project management and organizational abilities; able to manage multiple projects and adapt to shifting priorities.
• Technical aptitude to understand and explain Socure's solutions.
• Collaboration and relationship-building skills across cross-functional teams.
• Adaptability, creativity, and a proactive approach to challenges.

Socure is an equal opportunity employer that values diversity in all its forms within our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need an accommodation during any stage of the application or hiring processincluding interview or onboarding supportplease reach out to your Socure recruiting partner directly.