Senior Customer Success Manager

Proof is the world's first identity-assured transaction management platform and we are on a mission to digitize trust for all of life’s most critical transactions. Developed by the same market leaders and experts who brought notarization online with Notarize℠, Proof offers trust in a digital world by verifying identities and securing transactions to protect businesses and their customers. Since 2015, we’ve completed many of the world’s first digital commerce transactions, including the first online real estate closing, online mortgage closing, online auto sale, and online will and we're still just getting started!

As a Sr Customer Success Manager, focused on key accounts at Proof, you will be entrusted with building strategic relationships and driving product adoption and engagement across our customers. You will own strategic relationships and be responsible for the goals, adoption and growth of your accounts, collaborating cross-functionally with internal teams to drive platform enhancements and engagement strategies that will result in transaction and revenue growth. You will work closely with our data and analytics teams to drive deep insights inclusive of use case identification and expansion, conversion optimization, and product and user adoption and leverage those insights to drive initiatives forward. 

Success in this role requires a deep understanding of our platform functionality, API and other third party integrations as well as an overarching understanding of our customers’ platform and tools. Leveraging this knowledge in conjunction with industry best practices, return on investment, and your ability to influence and facilitate change management, you will use your proven expertise to achieve success with your customers.

What you’ll do as Senior Customer Success Manager at Proof:

• Contacting business clients proactively to build relationships and walk them through the process of using the company’s products or services
• Drive customer understanding of business and organizational benefits of digital transformation with specific guidance and best practices on change management (short-term and long-term recommendations)
• Establish a partnership with key stakeholders to build Customer Success Plans, defining critical goals, or other key performance indicators as well as a roadmap for success for both systems integrations and user adoption
• Obsessively understand, document, track, and revise key performance indicators, working closely with data and analytics team to constantly evaluate customer data, identifying data trends and use cases for expansion in order to prioritize your work
• Consult on industry and product best practices and conduct (remote or in-person) Business Reviews to ensure the customer is achieving value and to address gaps and/or opportunities to unlock expansion
• Advocate for customer needs/issues across product, marketing and support functions. Align seamlessly with sales, product management, marketing, and engineering teams and stay updates on latest releases and product capabilities
• Maximizing value for customers by ensuring they have the tools and resources they need
• Developing and improving customer onboarding processes and customer service policies
• Creating resources for customers that help them fully understand and utilize the products and services
• Monitoring contract renewal dates and ensuring renewal and upsell strategies are in place well in advance
• Identify areas for upselling and cross-selling by recommending additional products or services
• Gathering data on improving products and services to share with upper management
• Providing high-level technical and product support

What we’re looking for:

• 8+ years client management experience at a software company, agency, or management consultancy
• A Bachelor's Degree
• Prior experience in Customer Success or an equivalent history of driving product adoption, retention, and revenue expansion
• Real Estate experience is a plus
• Experience working with complex, multi-divisional, multi-geographical customers
• Motivation - Self-starter who works independently and proactively. Must be comfortable with ambiguity and accountable for one’s own success
• Curiosity - Curious learner who asks thoughtful questions and seeks to understand the unique needs of each customer
• Technical proficiency - Aptitude for technical and complex products & services (APIs and third party integrations) with the ability to train others through enablement activities
• Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. 
• Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements is required.
• Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail is required.
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management.

Proof is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We'd love to hear from you.