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Customer Success Manager – Commercial ID
| Company | ID.me |
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| Location | Las Vegas, NV, USA |
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| Salary | $140441 – $152320 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ years of experience in Customer Success, Account Management, or Client Services, preferably in a SaaS cybersecurity or hospitality sector.
- Detail, process, and systems orientation—the ability to synthesize, organize, and prioritize—are critical to this role.
- A mind for technology—we will teach you about ID.me, but our customers and products are inherently technical, and you should have an aptitude for learning.
- Proven track record of success managing customers with Digital Wallet, IAM, or Identity Orchestration platforms.
- Experience managing hospitality tech customers.
- Strong analytical skills, leveraging a data-driven approach to influence.
- Strong communication skills with the ability to build consensus and de-escalate conflict.
- A team player mindset and a passion for collaboration.
- Travel expectations up to 25%.
Responsibilities
- Work as a strategic advisor to your customers, influencing their technology strategy by positioning product features and ID.me best practices to accelerate adoption and growth.
- Act as a link between our customers and product by collecting feedback and identifying optimal implementation roadblocks.
- Foster deep relationships with customers, ensuring their and end users’ satisfaction along the post-sales journey.
- Analyze product performance data to identify usage trends or potential issues, de-escalating and resolving critical customer issues when necessary.
- Lead in-person executive business reviews for strategic customers in your portfolio, interfacing with C-suite executives and business and technical leaders to align to business objectives through a mutually agreed upon success plan.
- Build and execute success plans to mitigate risk and drive growth across the portfolio.
- Work with a balanced account team mindset, coordinating customer-related plays and motions with Sales and Solutions consulting.
- Work on strategic internal projects to help build the Customer Success program.
- Work proactively to ensure renewals are a non-event, forecasting expected churn and growth to leadership.
- Act as an owner and make things better every day.
Preferred Qualifications
No preferred qualifications provided.
