Remote Customer Success Manager

Summary

The job is for a Customer Success Manager at ID.me, a high-growth enterprise software company specializing in online identity verification. The role involves managing top federal customers, developing relationships, delivering results, and maximizing value. The ideal candidate should have at least two years of relevant experience, strong communication skills, and be located in the Eastern Time Zone.

Requirements

At least two years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or related area within the same markets

Responsibilities

• Own the relationship and ultimate success of a portfolio of ID.me’s top Federal customers
• Develop a trusted advisor relationship with clients, understanding their business strategy and KPIs
• Deliver next-level results and service while continuously considering creative solutions to improve products and increase adoption
• Serve as your clients’ advocate internally by liaising with senior leaders across ID.me including sales, marketing, product, engineering, and support
• Maximize value for your clients by influencing decision-makers to implement ID.me according to best practices and by leveraging our entire suite of services
• Transform clients into champions by maintaining high levels of engagement and communication, conducting routine performance reporting, strategic planning, and business reviews
• Drive customer advocacy in the form of net promoter score (NPS), case studies, testimonials, and referrals
• Contribute to the evolution our of process and product through organized and data-driven communication
• Effectively identify, respond and resolve integration issues and renewal risk both independently and through collaboration with ID.me teammates

Preferred Qualifications

• Strong communication skills and high EQ makes you patient, tact, resilient, and equally effective in building consensus and de-escalating conflict
• Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
• Strong quantitative and analytical skills with the capacity to independently build convincing, data-driven proposals
• Proactive, confident and energetic attitude with the desire to be a key player on a high-performing, fun-loving team
• Entrepreneurial spirit with a healthy dose of humility

Benefits

• Comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts)
• Basic and voluntary life and AD&D insurance
• 401(k) with company match
• Parental leave
• Ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays
• Short and long-term disability insurance
• Accident and critical illness insurance
• Referral bonus policy
• Employee assistance program
• Pet insurance
• Travel assistant program
• Wellbeing and childcare discounts
• Benefit advocates
• Learning and development benefit