Customer Success Manager

SheerID

full-time

Posted on: 3/20/2026

Location Type: Remote

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About the role

Manage a portfolio of Enterprise and mid-market brands, driving utilization and outcomes that lead to renewals, expansion, and customer advocacy.
Function as a key member of the customer account team, bridging the gap between your customers and SheerID’s internal teams.
Work closely with customer stakeholders to deliver proactive support, challenge the status quo, and develop programs that drive measurable business impact.
Guide the implementation of customer programs, ensuring best practices are followed and customers achieve time-to-value quickly.
Monitor account activity and identify trends that may signal churn risk, developing action plans to improve engagement and program performance.
Maintain consistent touchpoints with customers through regular check-ins, business reviews, and strategic conversations.
Develop and maintain trusted advisor relationships with key stakeholders within your portfolio of approximately 20-30 accounts.
Advocate for your customers internally by providing feedback on opportunities to improve products, services, and customer experience.
Own and manage the subscription renewal process, leading renewal conversations, negotiating terms, and securing timely renewals.
Identify opportunities for account growth and cross-organizational expansion, working with Account Executives for successful deal outcomes.
Contribute to improving Customer Success programs by developing new resources, playbooks, and engagement strategies.

3–5 years of experience in a customer-facing B2B role such as Customer Success, Account Management, or Client Services.
Bachelor’s degree or equivalent work experience.
Experience managing complex customer relationships and supporting multiple stakeholders across an organization.
Ability to analyze customer data, identify trends, and provide strategic recommendations to improve program performance.
Experience working in a fast-paced B2B SaaS technology environment, supporting marketing or customer engagement platforms.
Ability to communicate effectively with stakeholders at all levels, from day-to-day users to executive decision-makers.
Strong time management, organization, project management, and communication skills.
Experience documenting customer interactions and account activity in CRM systems.
Experience with tools such as Salesforce, Asana, Jira, Slack, New Relic, or similar SaaS platforms is a plus.
Ability to travel 25–30% for customer meetings.
Experience in Marketing, Marketing Technology (MarTech) or digital marketing platforms is a plus.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer successaccount managementclient servicesdata analysisprogram performance improvementproject managementcustomer engagement

Soft Skills

communicationtime managementorganizationrelationship buildingstrategic thinking