Customer Success Manager

Job Description

Job Description

The 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. Learn more at evidentid.com.

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 Responsibilities

Customer Relationship & Account Management

• Serve as the primary point of contact for assigned customer accounts post-sale
• Build trusted advisor relationships with customer stakeholders and executives
• Lead onboarding, ongoing enablement, and regular business reviews

Adoption & Value Realization

• Drive product adoption aligned to customer goals and use cases
• Proactively identify risks to retention and take action to mitigate churn
• Ensure customers clearly understand and achieve measurable value from Evident’s solutions
• Own solution design and configuration during implementation, translating customer risk/compliance requirements into platform configuration 
• Serve as the internal expert on how insurance and compliance requirements map to platform rules and decisioning logic

Renewals & Expansion

• Own customer renewals 
• Identify and support expansion opportunities based on customer needs and outcomes
• Maintain accurate forecasting and account health reporting

Cross-Functional Collaboration

• Partner with Sales, Support, Product, and Engineering to advocate for customers
• Provide structured feedback on customer trends, product gaps, and opportunities
• Coordinate internal resources to resolve issues and deliver a strong customer experience

Operational Excellence

• Maintain accurate account data, notes, and health metrics in CRM
• Follow defined Customer Success processes while helping improve them over time
• Contribute to playbooks, best practices, and scalable CS motions

Requirements

• 3–6+ years of experience in Customer Success, Account Management, or a related client-facing role
• Prior experience in an onboarding or implementation role
• Experience managing a book of business with renewal and retention responsibility
• Experience working with insurance certificates (COIs), policy documents, or contract/compliance requirements - ability to read & interpret coverage terms, limits, and endorsements 
• Ability 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 conversations
• Proven ability to manage multiple accounts and priorities simultaneously
• Comfort working with CRM and CS platforms (Salesforce experience strongly preferred)
• Experience in SaaS, B2B technology, identity, security, or compliance solutions
• Familiarity with customer health scoring and success metrics
• Experience supporting mid-market and/or enterprise customers
• Data-driven mindset with the ability to translate insights into action

Why 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.