CertifID

Senior Customer Success Manager

CertifID

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • 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.

Requirements

  • 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 writtenProficiency 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
  • Familiarity with the title industry a plus, but not required
Benefits
  • Flexible vacation
  • 12 company-paid holidays
  • 10 paid sick days
  • No work on your birthday
  • Health, dental, and vision Insurance (including a $0 option)
  • 401(k) with matching, and no waiting period
  • Equity
  • Life insurance
  • Generous parental paid leave
  • Wellness reimbursement of $300/year
  • Remote worker reimbursement of $300/year
  • Professional development reimbursement
  • Competitive pay
  • An award-winning culture

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successproject managementdata analyticsproblem-solvingcustomer health trackingusage reportingrisk managementstrategic guidanceonboardingbusiness reviews
Soft skills
relationship buildingcommunication skillspresentation skillsorganizational skillstime managementcollaborationleadershiptrust establishmentmultithreadingadaptability