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CertifID · 1 week ago

Sr. Customer Success Manager

Austin, TX

Full-time

Hybrid

Senior Level

7+ years exp

CertifID is a company dedicated to enhancing security and fighting fraud in the real estate sector. They are seeking a Senior Customer Success Manager who will manage a portfolio of enterprise and mid-market customers, guiding them through the post-sale lifecycle to ensure adoption of their solutions and mitigate risks associated with wire fraud.

B2BCyber SecurityFinTechSaaS

Responsibilities

Own and manage a large portfolio of customers who range in size and complexity

Coordinate and lead all onboarding, business reviews, and establish cadence meetings across base to evaluate and review performance, align with customer priorities, drive adoption, and locate new opportunities to promote usage and adoption

Leverage both customer live touchpoints and data to identify risks, managing and mitigating that risk proactively, as well as escalating quickly and effectively to internal teams for support

Identify issues that impact customers and/or challenges in the business and provide thought leadership in finding a customer solution, recommendations to streamline existing processes and/or identify strong workarounds

Identify expansion and upsell opportunities and partner with Account Management team to execute successful revenue growth and seamless renewals

Serve as a subject matter expert on CertifID's products, providing strategic guidance and customer support

Meet or exceed retention goals and KPIs as established in our OKR process across your assigned portfolio by applying structured problem-solving and strategic guidance

Engage in and occasionally lead cross-functional work that enhances customer experience, informs roadmap priorities, and improves internal collaboration

Qualification

Customer success experienceCSPsCRMs proficiencyProject management skillsData analyticsCommunication skillsAI utilizationTitle industryOrganizational skillsRelationship buildingPresentation skills

Required

7+ years of experience in customer success

Demonstrated proficiency and aptitude for leveraging CSPs and CRMs, Gainsight, Salesforce, etc

Demonstrated ability to establish strong relationships and trust with multiple customer stakeholders and business units, multithreading and establishing champions and advocates, including executives and C-Suite

Proficiency in basic project management skills and approaches as they relate to customer-success work

Demonstrated strength of organizational skills with the ability to manage time and resources effectively across multiple projects simultaneously and set proper expectations

Exceptional communication and presentation skills, both verbal and written

Proficiency in leveraging AI appropriately to accelerate and improve your own organizational and project-management processes

Demonstrated ability to leverage customer data/analytics in support of tracking customer health, progress, and preparing customer-facing usage reporting

Is willing to travel (up to :25%) for customer meetings, industry events, and team meetings, and be willing to be on frequent video calls with customers and internal teams across all US time zones