Customer Success Manager, Account Manager

Summary

Join SheerID as a blended Customer Success Manager and Account Manager! This pivotal role focuses on driving customer satisfaction, strategic engagement, and revenue growth through renewals and upsells. You will manage relationships with various customer levels, from operational users to executives, expanding our footprint within existing programs. Responsibilities include fostering customer engagement, identifying upsell opportunities, driving retention, and collaborating cross-functionally. The ideal candidate possesses strong consultative selling and relationship management skills, along with experience in SaaS/Martech/Adtech. This is a fast-paced environment requiring a proactive and positive attitude.

Requirements

• 3+ years of experience in customer success, account management, or a related role within SaaS/Martech/Adtech companies
• Proven track record of meeting or exceeding retention and growth goals
• Strong consultative selling and relationship management skills
• Ability to identify, engage with, and influence executive-level stakeholders
• Excellent communication and collaboration abilities, with experience working cross-functionally
• Familiarity with customer health scores, product adoption metrics, and expansion strategies
• Proficiency with CRM and customer success platforms; experience with tools like Asana, WordPress, Marketo, and Google Suite is a plus
• A proactive, positive attitude with a can-do spirit, capable of thriving in a fast-paced environment

Responsibilities

• Identify, develop, and maintain relationships with key stakeholders, including decision-makers, procurement leads, and executives
• Engage with SheerID champions and operational users to ensure product adoption and customer satisfaction
• Conduct proactive communications throughout the customer lifecycle, including strategic Executive Business Reviews (EBRs)
• Identify and execute upsell opportunities within core community expansions and existing programs
• Collaborate with sales and finance teams to align on expansion strategies and revenue objectives
• Meet and exceed bookings targets for expansions, contributing to overall ARR growth
• Drive account retention through successful subscription renewals
• Implement strategies to reduce ARR contraction and enhance customer satisfaction, as measured by Net Promoter Score (NPS) and customer advocacy rates
• Monitor product adoption through health scoring and address any areas of concern promptly
• Work closely with Support, Product, Marketing, Sales, and Finance teams to ensure a cohesive customer experience
• Act as a customer advocate, providing feedback to internal teams to drive product and service improvements