Strategic Customer Success Manager

3 weeks ago
Full-time
Senior
Customer and Technical Support
CertifID

CertifID

CertifID is a digital identity verification solution that prevents wire fraud by validating credentials and securely sharing bank details, offering up to $1 million in insurance coverage on protected wires.

Diversified Financial Services
51-250
Founded 2017
$36M raised

Description

  • Own a blended portfolio of enterprise and mid-market customers across the full post-sale lifecycle.
  • Design and execute structured onboarding plans that accelerate time-to-value and establish clear success metrics.
  • Proactively identify, develop, and close upsell and cross-sell opportunities across your book of business.
  • Lead renewal negotiations, maximize contract value, and ensure renewals close on time.
  • Manage renewal forecasting, track risk signals, and provide leadership with accurate pipeline visibility.
  • Build multi-threaded relationships with customer stakeholders, including executive and C-suite contacts.
  • Lead executive business reviews, cadence calls, and other customer meetings to align on priorities and performance.
  • Monitor account health and adoption data to identify gaps and mitigate retention risk before escalation.
  • Serve as a subject matter expert on CertifID’s products and guide customers in embedding them into workflows.
  • Partner cross-functionally to improve customer experience, inform roadmap priorities, and refine CS playbooks and pricing strategies.

Requirements

  • 7+ years of experience in customer success or account management.
  • Experience owning strategic or enterprise accounts through the full post-sale lifecycle.
  • Proven record of closing expansion opportunities, including upsells, cross-sells, and competitive displacements.
  • Experience managing the full renewal cycle, including pricing and packaging changes, forecasting, and deal closure.
  • Ability to build executive-level relationships and lead executive business reviews with senior stakeholders.
  • Strong commercial acumen and experience using forecasting tools to manage renewal risk proactively.
  • Proficiency with CSPs and CRMs such as Gainsight and Salesforce, or equivalent tools.
  • Ability to use customer data and analytics to track health, measure adoption, and create usage and ROI reporting.
  • Strong value-selling skills after implementation, translating product usage into quantified business outcomes.
  • Excellent communication, presentation, organizational, and time-management skills.
  • SaaS experience required.
  • Willingness to travel up to approximately 25% and join frequent video calls across all U.S. time zones.
  • Bonus points for familiarity with the title or real estate industry.
  • Bonus points for using AI to improve organization and project management.

Benefits

  • Flexible vacation.
  • 12 company-paid holidays.
  • 10 paid sick days.
  • No work on your birthday.
  • Health, dental, and vision insurance, including a $0 option.
  • 401(k) with matching and no waiting period.
  • Equity.
  • Life insurance.
  • Generous parental paid leave.
  • Wellness reimbursement of $300 per year.
  • Remote worker reimbursement of $300 per year.
  • Professional development reimbursement.
  • Competitive pay.
  • Award-winning culture.

Interested in this position?

Apply directly on the company website

Apply Now

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