Customer Success Manager

• Own the post-sale customer journey for the IDV portfolio globally, in close coordination with the Sales team.
• Drive customer onboarding, integration success, and time-to-value for new IDV accounts.
• Deliver recurring product update sessions and training to customer teams, ensuring knowledge stays current as both our product and their teams evolve.
• Own and maintain customer-facing documentation — onboarding guides, integration best practices, FAQs — ensuring they stay accurate, complete, and easy to use.
• Monitor service usage, product adoption metrics, and technical health indicators across all accounts.
• Identify renewal risks and expansion opportunities and surface them to the Sales team proactively.
• Conduct structured QBRs with key accounts alongside Sales — combining commercial and technical discussions.
• Run structured customer satisfaction surveys, collect and synthesize feedback, and produce regular internal reports with key findings and recommendations for Product and the business.
• Bridge customers with internal teams: Product, Engineering, Solutions, Support, and Finance.
• Maintain a clear and up-to-date view of each customer’s open support interactions, ensuring issues are tracked, escalated when needed, and resolved without falling through the cracks.
• Ensure invoicing reconciliation accuracy and support financial consolidation processes.
• Contribute to the development of industry-focused solutions based on field customer intelligence.

Customer Success Manager overseeing post-sale customer journey for IDV portfolio.

Customer Success Manager overseeing post-sale customer journey for Innovatrics' global IDV portfolio. Ensuring customer success from onboarding to renewal with strong collaboration and analytical skills.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

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Customer Success Manager

CRM Lead – Lifecycle, Retention Marketing