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Veriff · 1 day ago

Senior Manager, Account Management (AMER)

United States

Full-time

Remote

Senior Level

$200K/yr - $220K/yr

5+ years exp

Veriff is a dynamic company dedicated to creating a safer online world, and they are seeking a Senior Manager, Account Management to lead their Account Management Team. This role focuses on driving the success and growth strategy for strategic clients, overseeing team performance, and ensuring maximum value from their solutions.

Artificial Intelligence (AI)Cyber SecurityFraud DetectionIdentity ManagementInformation Technology

Responsibilities

Directing the team's strategy to develop deep, trusted, and long-term relationships with our strategic partner reseller customers

Accountable for Net Dollar Retention (NDR) and growth targets across the managed customer portfolio, driving strategic initiatives for product adoption and expansion

Establishing processes for the Account Management team to acquire and synthesize a thorough understanding of strategic customer needs and market requirements

Coaching and empowering the team to expand relationships and proactively propose high-value, cross-product solutions that align with customer objectives

Ensuring clear, strategic communication channels and operational processes are in place between the AM team, key customers, and internal stakeholders (e.g., Product, Engineering)

Overseeing team execution to ensure the timely and successful delivery of Veriff services, establishing operational rigor and accountability for customer outcomes

Handling strategic escalations and guiding the team to implement durable solutions for recurring issues, maintaining a culture of proactive problem resolution and trust

Driving executive-level progress reporting on key account initiatives, performance, and strategy to internal leadership and executive customer counterparts

Qualification

Account ManagementCustomer SuccessSaaS experienceData-driven performance assessmentsCross-functional leadershipTeam coachingStrategic communicationProblem resolution

Required

5+ years experience leading and managing an Account Management or Customer Success team within the SaaS industry

Demonstrated ability to consistently lead a team to exceed team quotas/targets and maintain exceptional overall customer satisfaction metrics

Extensive experience supporting and strategically managing a portfolio of global enterprise, strategic customers within the SaaS space

Expertise in designing, implementing, and enforcing data-driven performance assessments for an AM team, using analytical tools to manage team productivity and forecast retention/expansion accurately

Proven success in developing and operationalizing team strategies that drive product utilization, maximize Net Dollar Retention (NDR), and achieve portfolio-level growth goals

Expertise in cross-functional leadership and collaboration, specifically partnering with Sales (AEs), Solutions, Customer Support, and Product/Engineering to ensure the voice of the customer informs the product roadmap and drives unified customer success motions