Strategic Customer Success Manager

Apply; United States; Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

Employer paid health insurance for you

401(k) plan with employer match

Flexible paid time off

Regular company-wide in-person events

Home office stipend

Job summary

SentiLink is seeking a Strategic Customer (Partner) Success Manager in the United States to lead relationships with strategic accounts across banks, credit unions, and fintechs. You will onboard new clients and align business objectives with their goals.

You’ll develop deep fraud-domain knowledge, train dashboards, manage renewals, and collaborate with Sales, Data Science, Product, and Engineering. Willingness to travel up to 15% and legally work in the U.S. are required.

Qualifications

• 7–9 years in fraud/identity customer success or account management roles.
• Collaborate with Sales, Data Science, Product, Fraud Intelligence and Engineering.
• Willingness to travel up to 15%.
• Authorized to work in the United States.

Responsibilities

• Own strategic accounts across bank, credit union, and fintech customers.
• Develop in-depth understanding of the fraud domain and SentiLink products.
• Lead onboarding activities: dashboard training, account setup, usage recommendations.
• Meet with customers regularly after onboarding to review performance data and renewals.
• Provide consultative solutions, including options beyond SentiLink products.
• Establish business goals with each client and plan to achieve targets.

Skills

Customer Success

Account Management

Tools

Salesforce

Salesloft

Job description

SentiLink supports a variety of ways to work, ranging from fully remote to in-office. We operate as a digital-first company with strong collaboration across the U.S. and India. We maintain physical offices in Austin, San Francisco, New York City, Seattle, Los Angeles, Chicago in the U.S., and in Gurugram (Delhi) and Bengaluru in India. If you’re located near one of these offices, we would love for you to spend time in the office regularly. Some roles are hybrid or in-office by design. For example, our engineering team in India works primarily from our Gurugram office.

Role:

As a Strategic Customer (Partner) Success Manager at SentiLink, you’ll be responsible for providing our customers with the highest level of service and business insight. Your role will include onboarding new clients and setting up business objectives with each customer.

Responsibilities:

• Own the relationships for strategic accounts across our bank, credit union, and fintech customers
• Develop an extremely in-depth understanding of the fraud domain and SentiLink’s products
• Handle onboarding activities: dashboard training, account setup, setting initial SentiLink usage recommendations, etc.
• Meet with customers on a regular basis after onboarding (sharing performance data, product updates, exploring new products, handling renewals)
• Take a consultative approach – be able to understand what fraud situations partners are dealing with, and come up with potential solutions (even if it doesn’t include SentiLink’s own products!)
• Establish business goals with each client and establish a plan to achieve targets

Requirements:

• 7-9 years experience as an advisor, consultant, Customer Success Manager or Account Manager in the Fraud and/or Identity space
• Collaborate closely and share insights with cross-functional teams to maintain customer centric culture throughout SentiLink: Sales, Data Science, Product, Fraud Intelligence and Engineering
• Partner with Sales during pre and post sales
• Experience with Salesforce and Salesloft, a plus
• Self-motivated, detail-oriented, with a big appetite for making our partners successful
• Willingness to travel up to 15% of the time to visit clients and for industry relevant conferences
• Candidates must be legally authorized to work in the United States and must live in the United States

Salary Range:

• $160,000/year - $190,000/year base + bonus + equity + benefits

Perks:

• Employer paid group health insurance for you and your dependents
• 401(k) plan with employer match (or equivalent for non US-based roles)
• Flexible paid time off
• Regular company-wide in-person events
• Home office stipend, and more!

Corporate Values:

• Follow Through
• Deep Understanding
• Whatever It Takes
• Do Something Smart