Strategic Customer Success Manager

Posted 1 week ago

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 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.

What you will do

Revenue Growth and Customer Retention

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.

Strategic Account Management

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 and Project Management

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.

Team Collaboration and Feedback Integration

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.

Requirements

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)

Benefits

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