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

• Answer customers' technical and integration questions; support customers throughout the integration process
• Own the overall post-launch relationship with your Vouched customers
• Develop a trusted advisory relationship with customers, ensuring all activities are closely aligned with the client’s business and departmental strategy and needs
• Be an advocate for client feature requests and work cross functionally with our Product and Engineering teams to help move projects forward
• Conduct quarterly or monthly business reviews to assess customer requirements and level of adoption with infrequent travel for client on sites
• Strategize and manage the client renewal process to maintain a near zero to negative net churn rate
• Work in partnership with Sales, identifying and developing new business and/ or upsell opportunities with existing clients
• Manage customer trainings and increase adoption on new product lines and features
• Forecast and track key account metrics (e.g. quarterly sales results)
• Assist with high severity client requests or issue escalations as needed
• Drive Customer Success Outcomes: Drive increased engagement for new and existing customers; increase renewal rates and keep our churn rate near zero; expand our revenue in accounts through cross-sell and upsell; influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; and drive new business growth through greater advocacy and reference-ability
• Any other projects as assigned to help the Company meet its goals.

• 3-5 years’ experience in a SaaS based, Customer Success Manager role ensuring customer satisfaction, adoption and retention
• Previous experience within management consulting
• Ability to interact with client teams at various levels of technical and non-technical depth
• Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
• Experience using Jira
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening and presentation skills
• Excellent verbal and written communication skills
• High attention to detail and ability to organize a high volume book of business along with occasional strategic projects
• BA/BS degree in Business Administration, Accounting, or relevant fields preferred
• Experience with problem solving and analytical skills including: conducting qualitative and quantitative research, analyzing data, data visualization, developing hypotheses, synthesizing insights & recommendations

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

• Flexible paid time off
• Healthcare
• Vision
• Equity compensation
• Flexible remote, work-from-home arrangements
• Parental leave
• $80,000 to $120,000 OTE

Salary : $80,000 - $120,000