Customer Success Manager
Core
Trusted point of contact for commercial and mid-market accounts, owning product adoption, account health, and renewal coordination.
Role type
Customer Success Manager (mid-market)
Builds
Customer success plans, adoption check-ins, and renewal forecasts for voice/video identity verification platform.
Domain
Cybersecurity / Identity Verification / SaaS
Required skills
Account management, Gainsight, Salesforce, Google Workspace, renewal coordination, customer health scoring, cross-functional collaboration, data analysis, stakeholder management, fraud/security domain knowledge
Preferred skills
Call center/CCaaS infrastructure experience, fraud/authentication/security background
Technologies
Gainsight, Salesforce, Google Workspace
Responsibilities
Manage defined portfolio of commercial and mid-market accounts; build and maintain success plans tied to customer goals; lead adoption check-ins and identify underutilized features; own renewal coordination and forecasting; manage day-to-day concerns and lower-complexity escalations; partner with Sales, Support, and Product teams; execute satisfaction surveys and track license usage.
Seniority
Mid-level, hands-on IC