Strategic Customer Success Manager
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Job Description
Strategic Customer Success Manager improving customer relationships and ensuring successful onboarding. Join CertifID in combatting cybercrime through a secure transaction platform.
Responsibilities:
- Proactively identify, develop, and close upsell and cross-sell opportunities
- Execute win/win renewal negotiations with commercial discipline
- Manage renewal forecasting accurately
- Navigate competitive displacement scenarios
- Partner with leadership to refine playbooks and expansion strategies
- Own and manage a portfolio of enterprise and mid-market customers
- Design and execute structured onboarding plans
- Build and maintain multi-threaded relationships across customer organizations
- Leverage customer data and live touchpoints to monitor account health
- Coordinate and lead all onboarding, business reviews, and cadence calls
- Serve as a subject matter expert on CertifID's products
- Engage in and occasionally lead cross-functional work
Requirements:
- 7+ years of experience in customer success or account management
- Proven track record of identifying and closing expansion opportunities
- Experience managing the full renewal cycle
- Demonstrated ability to build executive-level relationships
- Strong commercial acumen
- Proficiency with CSPs and CRMs — Gainsight, Salesforce, or equivalent
- Ability to leverage customer data and analytics
- Strong background in value selling post-implementation
- Exceptional communication and presentation skills
- Strong organizational skills
- Willingness to travel (up to ~25%) for customer meetings
Benefits:
- We’re looking for people who are eager to learn, adapt, and solve challenges
- Dynamic work environment allowing for meaningful impact
- Recognized as one of the Best Startups to Work for in Austin
- Best Culture by Purpose Jobs two years in a row
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