Customer Success Manager

Customer Success Manager

As a Customer Success Manager, you will play a pivotal role in driving client satisfaction, adoption, and value realization across a diverse portfolio of enterprise customers. You will serve as a trusted advisor, helping clients maximize the benefits of advanced technology solutions while ensuring smooth, long-term relationships. Working closely with cross-functional teams, you will shape customer experiences, support strategic initiatives, and identify opportunities for growth. This role blends relationship management, technical insight, and strategic thinking in a fast-paced, innovative environment that values excellence, collaboration, and customer advocacy.

Accountabilities:

• Manage overall business relationships and long-term account retention, acting as the primary point of contact throughout the customer lifecycle.
• Develop key client relationships, building trust and fostering advocacy.
• Collaborate with internal teams to define and execute account plans, supporting renewals and expansion opportunities.
• Monitor customer performance metrics, demonstrating realized value versus expected outcomes.
• Identify risks within your customer portfolio and proactively implement mitigation strategies.
• Educate clients on best practices to achieve optimal results and product utilization.
• Facilitate communication between customers and product teams, including feedback collection, beta program support, and feature enablement.
• Lead Executive Business Reviews and satisfaction surveys to ensure alignment and measurable impact.

Requirements:

• 5+ years of relevant experience, including at least 3 years in a Customer Success Manager role.
• Proven ability to manage C-level relationships and multiple enterprise accounts, achieving high customer satisfaction.
• Experience with vendor-based anti-fraud or authentication solutions is a plus.
• Strong strategic thinking and ability to lead discussions with senior stakeholders.
• Excellent communication, presentation, and relationship-building skills.
• Proficient with CRM and customer success tools such as Salesforce and Gainsight, as well as Microsoft Office and Google Workspace.
• Analytical mindset with the ability to interpret customer data and identify trends.
• Willingness to travel up to 10% as needed.
• Adaptable, resilient, and resourceful in a fast-paced, dynamic environment.

Benefits:

• Competitive compensation with potential equity participation.
• Unlimited Paid Time Off (PTO) and additional company-wide rest days.
• Comprehensive health, vision, and dental plans, including employer contributions to Health Savings Accounts (HSA).
• Employer-provided life and disability coverage, with supplemental options available.
• Paid parental leave for all parents, including birth, adoptive, and foster parents, plus one year of diaper delivery for new additions.
• Remote-first work environment with flexible scheduling.
• Annual professional development and learning benefits.
• Retirement plan with competitive 401(k) match.
• Wellness programs, including telemedicine and Employee Assistance Programs.
• Home office setup allowance and recurring monthly phone/internet stipends.
• Choice of Apple MacBook Pro for work.