Manager, CSM

Key Responsibilities

• Drive Cross-Team Efficiency and Process Improvement: Develop and implement strategies to enhance collaboration and streamline processes across departments, ensuring overall organizational success.
• Strategic Sales Partnership for Customer Success: Collaborate with the Sales and Account Management teams to create tailored customer success and expansion plans for each client, aligning efforts to achieve revenue growth goals.
• Team Leadership and Client Management: Coach and mentor Customer Success Consultants and Managers, focusing on building strong client relationships, establishing trust, and managing existing client accounts effectively.
• Customer Success KPI Management: Capture, track, manage, and report on the customer "Pass Rate", volume changes and new revenue opportunities as a key performance indicator for customer-facing success.
• Revenue Forecasting and Growth Optimization: Work with the Account Management team on customer revenue forecasting and reporting, identifying and capitalizing on opportunities to increase revenue through enhanced customer satisfaction.
• Achieve Revenue Targets Through Client Management: Meet revenue goals by effectively managing live client volume and assisting with securing client contract renewals.
• Conducting Quarterly Business Reviews: Attend and help coordinate regular business reviews, presenting the current status of the client relationship, active projects, and the value delivered.
• Understanding and Translating Client Needs: Identify client business requirements, define use cases, and understand data sources to align product capabilities with compelling customer pain points.
• Serve as Client Advocate: Act as the internal champion for clients within the organization.
• Onboarding Support: Provide support to the Implementation Manager during the customer onboarding process.
• Project Team Collaboration: Partner with internal project teams to define current and projected workflows, translating business requirements into detailed specifications.

Qualifications and Experience

• 8+ years in customer success or a customer facing organization
• Strong leadership skills, including the ability to articulate strategy and establish trust
• Understanding of the fraud and authentication space, specifically experience in fraud prevention, detection, and authentication techniques to real business use cases
• Disruptive thinker who can identify and execute on how best to modify processes to improve outcomes
• Business acumen with a problem-solving attitude, frequently on-the-fly situational adaptation
• Strong presentation skills with a proven track record of support a sales organization to help facilitate selling/consulting to a network of customers
• Facilitation skills, including ability to facilitate decision-making and broker agreements amongst diverse, differing, and/or conflicting perspectives/priorities
• Proven track record in scaling customer success organization
• Experience in cybersecurity, fintech, or fast-growing startup is required

Compensation & Benefits

• Anticipated salary pay range for Metro 2 areas: $165,000-$180,000 plus sales incentive plan
• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• Modern Health for financial, mental, and physical wellness
• 401(k) Retirement Plan & Match (US Offices)
• Unlimited Vacation and Flexible hours
• Comprehensive medical benefits for you and your family
• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)
• Daily GrubHub stipend for lunch if coming into the office (US Offices)