Sr. Customer Success Manager

Who you are

You have a proven track record in customer success management, ideally with experience in the technology or cybersecurity sectors. With at least 5 years of experience, you understand the importance of building strong relationships with enterprise and mid-market customers. You are adept at guiding clients through the post-sale lifecycle, ensuring they see the value in the solutions provided. Your communication skills are exceptional, allowing you to articulate complex concepts clearly and effectively to diverse audiences. You thrive in a collaborative environment and enjoy working closely with cross-functional teams to enhance customer satisfaction and retention.

Desirable

Experience in the real estate or financial services industries is a plus, as it will help you understand the unique challenges faced by our customers. Familiarity with change management processes will enable you to assist clients in navigating the inherent friction associated with adopting new technologies. You are data-driven and can leverage analytics to inform your strategies and improve customer outcomes.

What you'll do

As a Senior Customer Success Manager at CertifID, you will be responsible for managing a blended portfolio of enterprise and mid-market customers. Your primary goal is to ensure that customers successfully adopt our solutions, which are designed to mitigate risks associated with wire fraud. You will proactively engage with customers throughout the post-sale lifecycle, providing guidance and support to help them realize the full value of our platform. You will work closely with customers to understand their needs and challenges, helping them navigate the complexities of implementing new security measures.

You will collaborate with internal teams, including sales, product, and engineering, to advocate for customer needs and drive improvements in our offerings. By building strong relationships with key stakeholders, you will foster trust and loyalty, ensuring that customers feel supported and valued. You will also monitor customer health metrics and identify opportunities for upselling and cross-selling additional services that can enhance their security posture.

In this role, you will be instrumental in shaping the customer experience and driving customer satisfaction. You will conduct regular check-ins and business reviews with customers to assess their progress and address any concerns. Your insights will help inform product development and enhance our service offerings, ensuring that we continue to meet the evolving needs of our clients.

What we offer

At CertifID, we pride ourselves on our company culture and commitment to employee well-being. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will be part of a dynamic team that is dedicated to making a meaningful impact in the fight against cybercrime. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.