Strategic Customer Success Manager

Vouched; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

A leading company in identity verification is seeking a Strategic Customer Success Manager to enhance customer relationships and drive revenue growth. The ideal candidate will bring a solid background in B2B SaaS, exhibit strong technical skills, and thrive in fast-paced startup environments. This role involves managing client accounts, facilitating technical onboarding, and ensuring customer satisfaction to reduce churn, all while collaborating across departments.

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

Qualifications

• 5+ years in customer success or account management, preferably in B2B SaaS.
• Ability to run SQL queries and read developer documentation.
• Strong skills in sales strategies and customer retention.

Responsibilities

• Drive revenue growth through upselling and cross-selling.
• Manage customer relationships and oversee technical onboarding.
• Triage customer support tickets and troubleshoot issues.

Skills

Customer Success

Sales Strategies

Project Management

Technical Aptitude

Communication Skills

Tools

SQL

Snowflake

Job description

This range is provided by Vouched. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$120,000.00/yr - $180,000.00/yr

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

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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