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Strategic Customer Success Manager

1 week, 5 days ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM JSON Snowflake SQL
Apply Now
Vouched

Vouched

Vouched is an award-winning AI company that provides industry-leading digital identity verification solutions. Their services include preconfigured identity verification workflows for telemedicine and financial services, enabling seamless integration a...

IT Services
11-50
Founded 2018
$12M raised
View All Jobs 2

Description

  • Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels.
  • Drive revenue growth within existing accounts through engagement, adoption, relationship management, and expansion opportunities.
  • Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities.
  • Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth.
  • Own renewals and expansion opportunities within your book of business and partner with Customer Success leadership on strategy and execution.
  • Run regular customer check-ins, business reviews, adoption conversations, and strategic follow-up discussions.
  • Create clear next steps, action plans, and customer communications after meetings.
  • Maintain accurate CRM data, account documentation, and internal tracking.
  • Develop deep knowledge of the platform, APIs, workflows, and configuration options.
  • Investigate customer issues using logs, JSON payloads, dashboard data, API responses, and platform behavior.
  • Write or modify basic SQL queries to analyze usage, troubleshoot issues, and identify trends.
  • Serve as the first point of coordination during customer escalations and drive issues toward resolution.
  • Participate in shared customer support coverage and escalation management.
  • Improve internal documentation, workflows, and operational processes as recurring issues are identified.
  • Share structured customer feedback with Product and Engineering teams and collaborate cross-functionally to improve customer experience and operational efficiency.

Requirements

  • 4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role.
  • Experience working at an early-stage or high-growth B2B SaaS company.
  • Strong communication and relationship management skills with both business and technical stakeholders.
  • Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously.
  • Comfortable troubleshooting technical issues and navigating ambiguity independently.
  • Experience working with APIs, JSON, logs, developer documentation, or technical workflows.
  • Experience writing basic SQL queries or working with customer/product data.
  • Strong organizational skills and attention to detail in a fast-moving environment.
  • Experience in identity verification, fintech, healthcare, or regulated industries is a strong plus.
  • Familiarity with Snowflake or similar data warehouses is a strong plus.
  • Experience supporting API-based or highly technical SaaS products is a strong plus.
  • Experience participating in support rotations or escalation management is a strong plus.
  • Exposure to onboarding, implementation, or workflow configuration is a strong plus.
  • Ability to work core hours aligned with Pacific / Mountain Time.
  • US work authorization is required, and the role is remote but must be based in the US.

Benefits

  • Equity compensation.
  • Remote-first environment.
  • Flexible PTO and 11+ annual company holidays.
  • 401(k) plan.
  • Medical, dental, and vision coverage.
  • Wellness benefits including EAP, LifeHealth Online, One Medical, and Perkpot.
  • Paid parental leave.
  • $130,000-$160,000 OTE.

Interested in this position?

Apply directly on the company website

Apply Now

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