Customer Success Manager

Customer Success ManagerThe world's largest organizations rely on Evident to help them protect their business and brand from third-party risk. Our game-changing technology - which enables the secure exchange of risk data like proof of insurance, identity, business registration, and other information - helps our customers verify that their partners have all of the required credentials to do business.In today's new remote-first, ever-changing regulatory environment, our secure, privacy-first enterprise platform, accessible via web portal or API, provides a highly scalable and configurable solution to manage communications, storage, decisioning, and ongoing monitoring of credentials.Evident is a VC-backed technology startup, headquartered in Atlanta, GA.Evident is looking for a motivated individual to join our growing Customer Success Team as a Customer Success Manager. As the go-to point of contact for our customers, you'll have the opportunity to manage your own book of business in an effort to grow and expand each account. Your daily focus will be driving customer adoption and retention through account management, strategy calls and regular business reviews. You'll have the opportunity to work alongside leadership on a regular basis and gain experience and insight across multiple departments in a rapidly growing company. As a Customer Success Manager, you'll develop your skills in customer engagement, project management, customer service and cross functional collaboration.Candidates must be based in the greater Atlanta area.Key ResponsibilitiesServe as the primary point of contact for assigned customer accounts post-saleBuild trusted advisor relationships with customer stakeholders and executivesLead onboarding, ongoing enablement, and regular business reviewsAdoption & Value RealizationDrive product adoption aligned to customer goals and use casesProactively identify risks to retention and take action to mitigate churnEnsure customers clearly understand and achieve measurable value from Evident's solutionsOwn solution design and configuration during implementation, translating customer risk/compliance requirements into platform configurationServe as the internal expert on how insurance and compliance requirements map to platform rules and decisioning logicRenewals & ExpansionOwn customer renewalsIdentify and support expansion opportunities based on customer needs and outcomesMaintain accurate forecasting and account health reportingCross-Functional CollaborationPartner with Sales, Support, Product, and Engineering to advocate for customersProvide structured feedback on customer trends, product gaps, and opportunitiesCoordinate internal resources to resolve issues and deliver a strong customer experienceOperational ExcellenceMaintain accurate account data, notes, and health metrics in CRMFollow defined Customer Success processes while helping improve them over timeContribute to playbooks, best practices, and scalable CS motionsRequirements3–6+ years of experience in Customer Success, Account Management, or a related client-facing rolePrior experience in an onboarding or implementation roleExperience managing a book of business with renewal and retention responsibilityExperience working with insurance certificates (COIs), policy documents, or contract/compliance requirements - ability to read & interpret coverage terms, limits, and endorsementsAbility to translate complex business or contractual requirements into system configurations (workflow rules, decisioning logic, or similar platform setup)Strong communication and presentation skills, including executive-level conversationsProven ability to manage multiple accounts and priorities simultaneouslyComfort working with CRM and CS platforms (Salesforce experience strongly preferred)Experience in SaaS, B2B technology, identity, security, or compliance solutionsFamiliarity with customer health scoring and success metricsExperience supporting mid-market and/or enterprise customersData-driven mindset with the ability to translate insights into actionWhy Evident?• Our team solves a crucial problem with huge business potential together, and we are able to see exactly how our contribution affects customers!• Competitive pay package, including base pay and stock options• Full medical, dental, vision benefits and 401K• Unlimited PTO• Paid parental leave to support you and your family• Home internet stipend, virtual events, & more!• Recently named one of Atlanta's Coolest Companies & 50 on Fire by Atlanta Inno• Recently named one of the Top 10 Fastest Growing Companies in Atlanta & one of the Best Places to Work in Atlanta by Atlanta Business Chronicle