Equifax · 8 hours ago
Customer Success Manager
Louisville, KY
Full-time
Hybrid
Senior Level
5+ years expEquifax is a leading provider of risk and criminal justice intelligence, offering AI-driven, SaaS-based solutions. The Strategic Customer Success Manager will maximize customer value and drive account retention, focusing on building relationships and leading contract renewal strategies to ensure customers achieve their long-term business objectives.
AnalyticsConsultingDatabase
Hiring Manager
Julie Doherty
Responsibilities
Serve as the primary trusted advisor and advocate for key client stakeholders, ensuring long-term success, strategic alignment, and maximum value realization from Equifax solutions
Proactively monitor and maintain customer health, leading executive service reviews (QBRs/ABRs) to quantify realized business value and drive adoption, usage, and net retention
Act as the high-level point of contact for complex issues, providing clients transparency on the status of issues/requests and translating customer needs into technical requirements for internal teams
Participate in the implementation process solely to build foundational relationships and ensure a seamless hand-off to the post-implementation phase (implementation team manages project execution)
Own the full strategic contract renewal cycle for the assigned portfolio, developing data-backed retention strategies and utilizing relationship health indicators to drive successful deal closure
Actively identify and position opportunities for product penetration and expansion, working with Account Executives (AEs) using strategic account planning frameworks (e.g., GOST) to drive growth
Provide critical customer context and data to assist in the development of Request for Proposal (RFP) responses and support the broader sales organization
Champion the voice of the customer to inform product roadmaps, coordinate internal Center of Excellence (COE) teams, and drive enhancement prioritization based on documented user needs
Educate clients on the business value of solutions and deliver comprehensive training and subject matter expertise, including periodic travel for on-site customer training sessions and conferences
Drive customer advocacy in resolving issues and serve as the strategic liaison for complex support tickets, translating technical issues and solutions to drive long-term process improvements
Serve as a subject matter expert, acting as the connecting thread for internal teams with the customer and advocating for the customer's best interests in cross-functional meetings (Product, Engineering, Sales)
Act as the primary communicator during major incidents, providing timely updates, delivering Root Cause Analyses (RCAs), and representing the customer's interests during system migrations and major projects
Qualification
Required
5-7 years of experience in Customer Success, Account Management, or a Strategic Consulting role within the SaaS or Public Sector technology space
Proven track record of managing and successfully renewing multi-year, large-scale enterprise contracts, demonstrating strong financial acumen in retention
Demonstrated experience in developing and delivering data-driven business reviews (QBRs/ABRs) and value presentations to executive-level stakeholders
Expertise in leveraging CRM systems (e.g., Salesforce) for account planning, forecasting, and tracking customer health metrics
Experience working with complex, multi-divisional, multi-geographical customers
Bachelor's degree in a related discipline or equivalent experience
Ability to travel periodically for client meetings, business reviews, conferences, and training events
Preferred
Experience operating within the Public Safety or Government sector
Exceptional ability to communicate and foster positive business relationships
Demonstrated experience in strategic account planning, value realization, and adopting structured methodologies to drive customer outcomes
A background in product management or technical consulting, enabling strong translation between customer needs and technical teams
Ability to establish milestones and keep all team members on task; strong project management skills
Self-driven, proactive, and a bias for action
Company
Equifax
Equifax is a data, analytics, and technology company for automotive, healthcare, and insurance industries.
10001+ employees
H1B Sponsorship
Equifax has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (236)
2024 (296)
2023 (209)
2022 (301)
2021 (213)
2020 (179)
Funding
Current Stage
Public CompanyTotal Funding
$1M2009-09-04Post Ipo Equity· $1M
1971-05-11IPO
Leadership Team
John Gamble
Corporate Vice President, Chief Financial Officer
Trevor Burns
SVP Corporate Investor Relations
Recent News
2025-12-20
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2025-12-17
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