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.

• 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

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 and post-launch support. The role requires strong technical aptitude — you will regularly run Snowflake queries, read developer documentation, and triage bugs reported by customers.

This is an ideal position for a self-starter with a strong background in B2B SaaS environments who thrives in startup settings and is comfortable navigating the intricacies of identity verification technologies.

• Contract Conversion Initiatives: Spearhead projects to convert PAYGO customers to committed contracts, driving revenue growth and customer commitment.
• Ongoing Revenue Expansion: Identify, develop, and close upselling and cross-selling opportunities. Meet and exceed quarterly revenue targets through strategic account planning and sales tactics.
• Customer Retention Strategies: Implement proactive measures to enhance customer satisfaction and reduce churn.

• Account Strategy and Relationship Management: Develop and execute comprehensive account plans that align with client goals and drive long-term success.
• Cross-Functional Collaboration: Partner with product, engineering, marketing, and sales teams to enhance customer success processes and feed customer insights into product development.

• Technical Onboarding and Support: Oversee technical onboarding to ensure smooth product integration. Collaborate with technical teams and support customers on technical questions and configuration.
• Query & Data Troubleshooting: Regularly run Snowflake queries to analyze customer data, investigate issues, and provide actionable insights both internally and externally.
• Documentation & Debugging: Read and interpret developer documentation and API references to support customer integrations and troubleshoot issues.
• Ticket Triage: Triage tickets submitted by customers, perform initial troubleshooting, reproduce issues where possible, and escalate to engineering with well-documented details.
• Project Management: Manage customer onboarding and ongoing projects to ensure successful outcomes.

• Cross-Functional Teamwork: Work closely with internal teams to streamline customer success processes and prioritize improvements based on direct customer feedback.
• Feedback Loops: Serve as the voice of the customer, translating their needs and insights into actionable enhancements for product and service.

• Experience: At least 5 years in customer success or account management within a B2B SaaS environment; startup experience preferred.
• Technical Proficiency:
• Comfortable running SQL queries (Snowflake or similar).
• Ability to understand developer documentation and APIs.
• Basic troubleshooting skills for technical issues; experience working with technical teams to resolve customer problems.
• Sales and Business Acumen: Strong capability in sales strategies and a consultative approach to identifying and driving revenue opportunities.
• Communication and Interpersonal Skills: Exceptional communication skills to engage both technical and business stakeholders.
• Organizational Skills: Highly organized with excellent project management abilities.

Preferred

• Based in 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
• $110,000-$120,000 base, $180,000 OTE