126 applicants
SheerID · 2 days ago
Principal Customer Success Manager
United States
Full-time
Remote
Senior Level
15+ years exp
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Hiring Manager
Lex David
Insider Connection @SheerID
Responsibilities
Collaborate throughout the implementation of complex customer programs with the Professional Services team ensuring best practices are utilized in building customer programs and customers receive quickest time to value.
Monitor activity and identify trends in customer base to assess potential churn risk and proactively provide guidance/action plans to customers to increase value of their program and internal team members needed to mitigate risk/improve growth.
Maintain consistent strategic touchpoints with customers according to high touch lifecycle, engaging additional SheerID resources such as Product, Sales, Executives, etc where appropriate.
Develop and maintain trusted advisor relationships with stakeholders and program owners in your account portfolio of approximately 10-15 customers.
Balance the voice of the customer, while upholding SheerID’s best practices and innovation opportunities by providing detailed feedback to cross-functional teams which result in better the customers’ outcomes with our services.
Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high gross retention numbers.
Identify account expansion and cross-organizational opportunities for growth and work with your Account Executive counterpart to ensure a successful close.
Assist in the development of new content, implement new programs, and innovate new methods based upon identified needs to contribute to the Customer and SheerID’s success.
Impart strategic leadership and direction on all aspects of SheerID products and services.
Qualification
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Required
15+ years of experience in customer facing, B2B or B2B2C role with programmatic consulting based Customer Success, Account Management or other client facing roles
Experience working in Digital Marketing or AdTech a plus
ARR portfolio experience of $5MM+
4 year degree or equivalent work experience
Proven track record in managing complex, multi-divisional Enterprise customer relationships and delivering results
Must be able to work within US East time zone between the hours of 8am - 5pm
Data-driven and strategic thinker who is able to consult with customers to drive success of their program
Experience working in a fast paced, high-growth B2B2C SaaS technology environment, supporting Enterprise software
Ability to communicate at all levels from users to budget holders and executives
Exceptional time and task management, project management, teamwork, meeting facilitation, and communication skills
Diligence and organization in follow-up processes - document all calls/customer interactions in CRM
Experience with Salesforce, Jira, Slack, Looker, and other similar SaaS services a plus
Entrepreneurial spirit, thriving on working in a fast-paced, ever changing environment
Must be able to travel 25%-30% of the time for customer onsite meetings (post Covid)
Company
SheerID
SheerID is an enterprise verification platform that provides instant verification while minimizing friction and mitigating fraud.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$96.08MKey Investors
Brighton Park CapitalCVC Capital PartnersCentana Growth Partners
2021-04-16Private Equity· Undisclosed
2019-11-13Series C· $64M
2018-01-23Series B· $18M
Leadership Team
Jake Weatherly
CEO
David Shear
President & Co-Founder
Recent News
Company data provided by crunchbase
