Customer Success Manager

Customer Success Manager

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.

• 35+ years of relevant professional experience, including at least 2 years in Customer Success or account management within a SaaS or technology environment.
• Experience managing commercial or mid-market customer portfolios and building strong, trusted relationships with customer stakeholders.
• Ability to develop customer success plans, align product adoption with business objectives, and communicate measurable value.
• Understanding of renewal processes, renewal forecasting, and proactive identification of account risks.
• Strong communication and presentation skills, with the ability to engage effectively with stakeholders at different organizational levels.
• Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace.
• Analytical skills, including the ability to interpret account data, identify trends, assess customer health, and recommend improvements.
• Excellent relationship-building skills and the ability to collaborate effectively with internal teams and external customers.
• Resilience, adaptability, and resourcefulness when managing challenges, ambiguity, and changing priorities.
• A proactive and accountable approach, with strong follow-through, independent problem-solving, and a commitment to customer experience.
• Passion for improving customer experiences in voice-based interactions and related technology environments.
• Willingness and ability to travel up to 25% as required.

Preferred qualifications:

• Familiarity with call center technology, Contact Center as a Service (CCaaS), or contact center infrastructure.
• Experience in fraud prevention, identity authentication, cybersecurity, or related technology sectors.

Benefits:

• Base salary: $88,000$106,000 per year.
• Additional compensation: Eligible for commission payments.
• Work arrangement: Fully remote position within the United States.
• Career development: Opportunity to grow toward senior customer success responsibilities and more complex enterprise accounts.
• Professional exposure: Work with enterprise-grade identity verification, authentication, and fraud prevention technologies.
• Travel opportunities: Customer and industry engagement, with travel of up to 25% required.
• Additional benefits: Specific healthcare, retirement, and paid-time-off details are not provided in the job description.