Strategic Customer Success Manager

At Vouched we are building a powerful identity verification platform to provide worldwide access to life’s most critical services, including healthcare, benefits, and financial services. Vouched makes identity verification easy with a combination of a patent-pending AI cloud solution, at the edge ML, and APIs.

What we do

• Verify thousands of people every day across multiple countries and industries providing access to critical services
• Serve fast-growing startups, unicorns, and large enterprises, with a focus on providing fast, easy integration for developers
• Run on a modern cloud infrastructure powered by automated integration and unit testing, provisioning, deployments, monitoring, and notifications
• Drive to own the market and deliver a world-changing client and end-user experience

Overview of the role 

The Strategic Customer Success Manager will play a crucial role in fostering deep customer relationships, driving sales growth within existing accounts, and overseeing technical onboarding processes. Ideal for a self-starter with a strong background in B2B SaaS environments, the position suits someone who thrives in startup settings and can be adept at navigating the intricacies of identity verification technologies.

Revenue Growth and Customer Retention:

• Contract Conversion Initiatives: Spearhead projects to convert PAYGO customers to committed contracts, significantly impacting revenue growth and customer commitment levels.
• Ongoing Revenue Expansion: Aggressively identify, develop, and close upselling and cross-selling opportunities. Meet and exceed quarterly revenue targets through strategic account planning and effective sales tactics.
• Customer Retention Strategies: Implement proactive measures to enhance customer satisfaction and service delivery, effectively reducing churn and securing contract renewals.

Strategic Account Management:

• Account Strategy and Relationship Management: Develop and execute comprehensive account plans that align with client goals, foster long-term commitments, and maximize customer engagement and satisfaction.
• Cross-Functional Collaboration: Work closely with product, engineering, marketing, and sales teams to enhance customer success processes and integrate customer feedback into actionable insights for product development.

Technical and Project Management:

• Technical Onboarding and Support: Oversee the technical onboarding process, ensuring successful product integration and ongoing support. Collaborate with technical teams to address any product-specific customer needs.
• Project Management Excellence: Utilize robust project management skills to oversee integration projects, ensuring they are completed on time, within scope, and budget.

Team Collaboration and Feedback Integration:

• Cross-Functional Teamwork: Work closely with product, engineering, marketing, and sales teams to streamline customer success processes and enhance product offerings based on direct customer feedback.
• Feedback Loops: Serve as a pivotal link between customers and internal teams, translating customer insights into actionable product enhancements and service improvements.

• At least 5 years in customer success or account management within a B2B SaaS environment, preferably with startup experience.

• Education: Bachelor’s degree in Business Administration, Marketing, Computer Science, or a related field.
• Sales and Technical Proficiency: Strong capability in sales strategies and technical proficiency with SaaS platforms. Must have the ability to understand complex customer challenges and craft solutions that meet their business needs.
• Communication and Interpersonal Skills: Exceptional communication and interpersonal skills are essential for building and maintaining profitable customer relationships.
• Organizational Skills: Highly organized and capable of managing multiple priorities effectively, adapting quickly to meet the evolving needs of a dynamic startup environment.

Preferred:

• Available on PST or MST time zone
• Experience in the identity verification (IDV) space

This is a remote role - however, you must be based in the US (US work authorization required)

• Equity compensation
• Remote working environment
• Self-managed paid time off
• 11+ annual company holidays
• 401k
• Health Care Benefits: Medical, Vision, Dental
• Wellness Benefits: EAP, LifeHealth Online, One Medical, Perkspot
• Parental leave
• $120,000 to $180,000 OTE