SheerID is hiring a
Sr. Customer Success Manager, Remote - United States

Summary

SheerID is seeking a dynamic Senior Customer Success Manager to manage Enterprise brands, drive utilization and outcomes, and act as a trusted advisor. The role involves strategic guidance for customer programs, identifying trends in the customer base, maintaining relationships with stakeholders, and co-managing renewals.

Requirements

• 6+ years of experience in a customer-facing, B2B role with programmatic consulting based Customer Success, Account Management or other client-facing roles
• 4 year degree or equivalent work experience
• Proven track record in managing complex, multi-divisional Enterprise customer relationships and delivering results
• Data-driven and strategic thinker who is able to consult with customers to drive success of their program
• Experience working in a fast paced, high-growth B2B SaaS technology environment, supporting Enterprise software
• Ability to communicate at all levels from users to budget holders and executives
• Exceptional time and task management, project management, teamwork, meeting facilitation, and communication skills
• Diligence and organization in follow-up processes - document all calls/customer interactions in CRM
• Experience with Salesforce, Asana, Jira, Slack, New Relic, and other similar SaaS services a plus
• Entrepreneurial spirit, thriving on working in a fast-paced, ever changing environment
• Must be able to travel 25%-30% of the time for customer meetings

Responsibilities

• Strategically guide the implementation of complex customer programs with the Client Delivery team ensuring best practices are utilized in building customer programs and customers receive quickest time to value
• Monitor activity and identify trends in customer base to assess potential churn risk and proactively provide guidance/action plans to customers to increase value of their program and internal team members needed to mitigate risk/improve growth
• Maintain consistent strategic touchpoints with customers according to high touch lifecycle, engaging additional SheerID resources such as Product, Sales, Executives, etc where appropriate
• Develop and maintain trusted advisor relationships with stakeholders and program owners in your account portfolio of approximately 10-25 customers
• Act as the voice of the customer, advocating the customer’s point of view and provide detailed internal feedback to cross-functional teams regarding how SheerID can better serve our customers, improve their and their customers’ experience, and better the customers’ outcomes with our services
• Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high gross retention numbers
• Identify account expansion and cross-organizational opportunities for growth and work with your Enterprise Account Executive counterpart to ensure a successful close
• Develop new content, implement new programs, and innovate new methods based upon identified needs to contribute to the Customer and SheerID’s success

Preferred Qualifications

Background in the marketing technology a plus