Senior Customer Success Manager, Enterprise

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 dynamic and accomplished Senior Customer Success Manager with a proven track record of managing Enterprise customers. As the primary point of contact and Customer Advocate for a portfolio of our most strategic enterprise accounts, you will leverage proactive high-tough methodologies to guide customers through onboarding to adoption. This position demands curiosity, problem solving, and program management skills. You will have the opportunity to partner with a junior member of the Customer Success Team to drive and deliver ongoing success.

Responsibilities:

- Manage a book of business consisting of CertifID’s largest strategic customers.

- Develop and maintain strong relationships with decision-makers and key stakeholders within our enterprise accounts, including C-suite executives.

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

- Collaborate with customers to gain a comprehensive understanding of their existing workflows, pain points, and priorities and present customized solutions to address them effectively.

- Deliver a seamless white-glove onboarding experience, working closely with customers from project kickoff through comprehensive employee training and beyond.

- Create and execute strategic success plans to maximize customer adoption and ensure ongoing success with CertifID through regular touchpoints to drive value and ROI. 

- Based on the success of new ideas/ engagements within your portfolio, package resources of the engagement plans so they can be shared across the team to increase efficiencies and overall customer satisfaction.

- Drive customer engagement and usage of CertifID’s products by utilizing tailored strategies to meet each customer's unique needs and goals.

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

- Serve as a subject matter expert on CertifID's products and stay up to date with industry trends and best practices to provide strategic guidance as a trusted advisor.

- 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 enhancements.

- As a critical part of your Enterprise Customer Portfolio, you will mentor and coach junior members of the customer success team, fostering their professional growth and development. Overseeing their work to execute implementation activities and manage concurrent work.

Requirements:

- Although not a strict requirement, candidates for this role will typically have 10+ years of experience in customer success, account management, 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, with the ability to engage stakeholders at all levels.

- 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, and the ability to make independent decisions.

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

- No work on your birthday

- We believe that company culture is the best predictor of success. Learn more about CertifID’s culture here

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.