Customer Success Manager

Job Description:

• Manage a defined portfolio of commercial and mid-market accounts, reviewing account history and aligning outreach to customer goals and lifecycle stage
• Build customer relationships and serve as the primary point of contact throughout the relationship
• Build and maintain success plans tied to customer goals
• Lead adoption check-ins and identify underutilized product features
• Communicate and quantify product value against business outcomes
• Own renewal coordination with sales partners and maintain renewal forecasts in Gainsight
• Flag at-risk accounts and coordinate action plans with Support or Product
• Partner with Account Executives, Support, and Product on customer initiatives
• Translate customer feedback into summaries for internal teams
• Maintain account plans and track progress using Gainsight health scores
• Assist customers with new product features and educate them on fraud and authentication best practices
• Communicate new features, facilitate beta engagements, coordinate case studies and references, and compile product feedback
• Determine customer engagement cadence to resolve issues and drive adoption
• Execute annual satisfaction surveys and report results
• Manage contractual commitments and track subscription license usage monthly
• Use Gainsight, analytics, and reporting tools to manage customer health and engagement

Requirements:

• Strong communicator with the ability to present clearly across levels of the customer organization
• Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace
• Understanding of call center, CCaaS, or contact center infrastructure is preferred
• Experience in fraud, authentication, security, or adjacent technology environments is a plus
• Willing to travel up to 25% is required
• Excellent communicator and presenter for all levels of management
• Ability to analyze data to find and understand trends and offer suggestions for improved performance
• 3-5+ years of relevant experience, with at least 2 years in a Customer Success or account management role in a SaaS or technology environment
• Experience managing a portfolio of commercial or mid-market accounts and building trusted relationships with customer contacts
• Ability to build and maintain success plans tied to customer goals and communicate value in business terms
• Solid understanding of the renewal process and experience flagging risk

Benefits:

• Additional compensation in the form of commission payments
• Remote-based role