Customer Success Manager

Posted 23 Hours Ago
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Austin, TX
Hybrid
Senior level
Real Estate • Security • Software
CertifID helps to stop wire fraud and keep money out of the hands of criminals.
The Role
The Customer Success Manager will be the primary contact and advocate for a portfolio of Mid-Market and SMB Customers, managing onboarding and ongoing customer engagement to ensure successful usage of CertifID’s technology. Responsibilities include relationship building, employee training, driving customer engagement, identifying risks, and serving as a liaison between customers and the Product Team.
Summary Generated by Built In

Cybercrime is rising, reaching record highs in 2023. According to the FBI's IC3 report total losses exceeded $12 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.


We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs in 2023. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.


How You Will Make an Impact:


CertifID is seeking a curious and self-driven Customer Success Manager. As the primary point of contact and Customer Advocate for a portfolio of Mid-Market and SMB Customers, you’ll be responsible for both the implementation of new customers and the ongoing engagement/ nurturing of existing customers to expand usage and support their ongoing success with CertifID. You’ll bring your passion for Customer Success to conversations demonstrating expertise in both our products and services. 


Responsibilities:

- Manage a book of business that will range in size to manage initial onboarding and ongoing success

- Develop and maintain strong relationships with key stakeholders within your accounts

- Partner with the sales team to manage a smooth transition from sales to implementation through expansion and renewal

- Working closely with your customers, deliver employee training on CertifID’s technology & how it will be applied within their business

- Create and execute success plans to maximize customer adoption through regular touchpoints

- Drive customer engagement and usage of CertifID’s products by utilizing tailored strategies aligned to your customers goals

- Conduct regular virtual and in-person check-ins, business reviews, and customer training sessions

- Establish yourself as a trusted advisor by serving as a subject matter expert on CertifID's products, industry trends, and best practices 

- Identify and cultivate customer references, referrals, and case studies.

- Proactively identify and address potential risks to customer satisfaction and retention, developing strategies to mitigate these risks

- Act as the customer advocate and liaison between customers and CertifID’s Product Team to translate business requirements into enhancement


Requirements:

- Although not a strict requirement, candidates for this role will typically have 5+ years of experience in customer success or relationship management.

- Familiarity with customer success platforms and tools (e.g., Salesforce, Gainsight, etc.).

- Self-starter attitude with a proactive approach to problem-solving and decision-making.

- A growth mindset, willingness to take risks, and champion new initiatives.

- Strong social and interpersonal skills

- Excellent organizational skills with the ability to manage time and resources effectively.

- Exceptional communication skills, both verbal and written.

- Passion for technology and innovation, with a desire to make a meaningful impact on customer success.

- Strong problem-solving skills, quick thinking


Benefits: 

- Health, dental, and vision Insurance

- 401k with matching and no waiting period

- Company Equity

- Wellness reimbursement of $300/year

- Life insurance

- Parental leave

- 20 vacation days

- 5 sick days

- 12 company-paid holidays

- 2 mental health half-days

- No work on your birthday

- Beautiful office with lots of parking


Change doesn't happen overnight, and the same goes for us here at CertifID. We PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.

Top Skills

Gainsight
Salesforce

What the Team is Saying

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The Company
Austin, TX
87 Employees
Hybrid Workplace
Year Founded: 2018

What We Do

CertifID helps to create a world without wire fraud. Started after our co-founder was hit by fraud – we’re the only company dedicated to fighting fraud for the real estate industry with an identity verification SaaS platform, insurance, and proven recovery services. CertifID helps safeguard billions of dollars every month from fraud and provides peace of mind with up to $1M in direct insurance coverage on every wire it protects.

Why Work With Us

CertifID is a mission-driven company. Everyone on the team has an important role in protecting our customers. In fact, "Protect the Customer" is the first of our core values, which helps us PROGRESS as individuals and as a team. To learn more about our core values and how they guide our day to day work, visit certifid.com/careers.

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About our Teams

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
Austin, TX

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