Customer Success Manager

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 curious and self-driven Customer Success Manager. As the primary point of contact and Customer Advocate for a portfolio of Mid-Market and SMB Customers, you’ll be responsible for both the implementation of new customers and the ongoing engagement/ nurturing of existing customers to expand usage and support their ongoing success with CertifID. You’ll bring your passion for Customer Success to conversations demonstrating expertise in both our products and services. 

Responsibilities:

- Manage a book of business that will range in size to manage initial onboarding and ongoing success

- Develop and maintain strong relationships with key stakeholders within your accounts

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

- Working closely with your customers, deliver employee training on CertifID’s technology & how it will be applied within their business

- Create and execute success plans to maximize customer adoption through regular touchpoints

- Drive customer engagement and usage of CertifID’s products by utilizing tailored strategies aligned to your customers goals

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

- Establish yourself as a trusted advisor by serving as a subject matter expert on CertifID's products, industry trends, and best practices 

- 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 enhancement

Requirements:

- Although not a strict requirement, candidates for this role will typically have 5+ years of experience in customer success 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

- 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,

Benefits: 

- 20 days PTO + 5 Paid Sick Leave + No work on your birthday + 12 Company Paid Holidays

- Volunteer Hours

- Equity

- Wellness Benefit 

- Generous family leave policy

- Health, Dental and Vision Insurance

- 401k with matching

- Life Insurance

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.