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Socure · 3 hours ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

$125K/yr - $145K/yr

Socure is building the identity trust infrastructure for the digital economy, focusing on verifying good identities and preventing fraud. As a Senior Customer Success Manager, you will act as a strategic partner for enterprise customers, ensuring they achieve measurable outcomes and fostering strong relationships across functions.

Artificial Intelligence (AI)Cyber SecurityFraud DetectionIdentity ManagementInformation ServicesInformation TechnologyMachine LearningPredictive Analytics

Responsibilities

Build trusted relationships with executives and operational stakeholders across customer organizations

Act as the customer’s advocate internally, ensuring their needs influence product, support, and go-to-market priorities

Position our solutions as enablers of the customer’s most strategic business initiatives

Lead joint success planning to align customer goals with solution capabilities

Partner with Solution Consultants to interpret adoption signals and connect them to measurable business outcomes

Provide Account Executives with health insights that inform renewal and expansion strategies

Lead executive business reviews (EBRs) with data-driven updates on ROI, outcomes, and roadmap alignment

Facilitate model governance sessions to ensure transparency, compliance, and confidence in solution performance

Run cross-line-of-business and global alignment programs to unify strategy and execution across customer divisions or regions

Support change management, benchmarking, and operational excellence programs that help customers scale solutions across the enterprise

Promote advocacy by identifying opportunities for customers to serve as references, case studies, or industry champions

Own the holistic view of account health, combining adoption, engagement, and satisfaction data

Identify risks early and orchestrate internal resources to mitigate churn

Provide structured reporting and health insights to customers and internal stakeholders

Ensure customers receive timely support and guidance across all engagements

Take ownership of managing and resolving critical escalations with urgency and transparency

Partner with internal stakeholders to remove friction and ensure seamless customer experiences

Lead complex customer programs and set the standard for strategic enterprise engagement

Channel customer feedback into product innovation and roadmap direction

Mentor junior teammates, fostering a culture of learning and growth

Qualification

Customer Success ManagementStrategic PlanningExecutive EngagementData AnalysisChange ManagementCustomer AdvocacyOperational ExcellenceCross-functional CollaborationMentorship