ID.me

Customer Success Manager, Communities

ID.me

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

Visit company website
✨ AI Apply
Apply

Salary

💰 $130,000 - $155,000 per year

Job Level

Mid-LevelSenior

About the role

  • Analyze product performance data at the customer level to identify trends or potential issues and drive optimization of integrations
  • Train customers on ID.me best practices and requirements to achieve optimal results
  • Identify and pursue opportunities for account expansion by understanding customer needs and aligning them with relevant offerings
  • Collaborate with sales and marketing to drive growth within the community customer base
  • Analyze and understand Key Performance Indicator metrics to drive improvements and desired results
  • Establish and nurture strong, multi-threaded relationships with key stakeholders within community customer organizations
  • Understand unique customer needs and provide tailored solutions and support
  • Proactively engage with customers to ensure timely renewals and identify upsell or cross-sell opportunities
  • Act as primary point of contact for Book of Communities customers and promptly address concerns
  • Collaborate with internal teams to ensure effective feedback loops and deliver on customer expectations
  • Provide regular updates to internal stakeholders on account status, growth opportunities, and risks
  • Stay informed about product developments and updates and communicate new features to customers
  • Coordinate and manage migrations to new product versions, minimizing disruption to customer operations
  • Serve as Subject Matter Expert on product functionality and adoption best practices

Requirements

  • At least 3years of experience in Customer Success, Account Management, and Strategic Partnership
  • MarTech and E-Commerce SaaS Experience
  • 2+ years of experience managing fortune 100 account and book value of $4M+ ARR
  • Strong data analytics skills with the capacity to independently build convincing, data-driven proposals
  • Strong communication skills and the ability to build consensus and de-escalate conflict
  • Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
  • Proactive, confident and energetic attitude with the desire to be a key player on a high-performing team
  • Travel expectations up to 25%