Customer Success Manager, Early-Stage Retention

Customer Success Manager, Early-Stage Retention

California

Enformion is a dynamic powerhouse in data intelligence and AI-powered identity verification. We deliver next-generation fraud prevention, risk management, and seamless onboarding solutions that foster ironclad trust between digital marketplaces, merchants, and consumers. By leveraging our massive data repositories and advanced behavioral analysis, we provide continuous monitoring for emerging risk indicators.

In a digital world where security and trust are everything, Enformion is at the forefront of the industry—and we are growing fast.

Position Overview

We are seeking an experienced Customer Success Manager to lead proactive early-stage retention efforts across our customer base. This role focuses on identifying customer risk early, engaging accounts proactively, and driving stabilization before issues progress into churn or significant revenue decline.

Success is measured by the ability to preserve customer relationships, reduce preventable churn, recover declining accounts, and drive engagement before issues become escalated. This role requires strong customer management experience, operational follow-through, and the ability to navigate complex client situations across Sales, Billing, Product, Support, and Leadership teams.

Key Responsibilities

• Own proactive retention outreach for customers showing signs of declining usage, reduced engagement, billing concerns, or churn risk
• Manage a dedicated book of accounts, serving as the primary point of contact for ongoing relationship management and retention efforts
• Lead customer conversations focused on stabilization, adoption improvement, operational friction, training gaps, and relationship recovery
• Develop and execute account-level retention action plans and coordinate cross-functional resolution paths
• Monitor Power BI retention and revenue movement reporting on a recurring basis
• Document customer risks, engagement efforts, and outcomes within HubSpot
• Identify recurring churn drivers and provide actionable feedback to leadership on trends and operational gaps
• Support the development and scaling of retention workflows, playbooks, and operational processes
• Manage retention-focused contract discussions, including drafting non-commissionable contract updates and stabilization agreements

Success Metrics

• Reduction in preventable churn and accounts entering formal cancellation
• Revenue retained and accounts stabilized through proactive engagement
• Speed-to-engagement on identified risks and re-engagement outcomes

Qualifications

• 5+ years of Customer Success, Account Management, or Retention experience
• Proven experience managing complex, escalated customer relationships

Our Benefits

• Flexible PTO
• 6% 401K match
• Medical, dental and vision