Note: The job is a remote job and is open to candidates in USA. Intellicheck is a company that delivers real-time identity verification solutions. They are seeking a Senior Customer Success Manager to oversee the post-sales journey for their Identity Validation platform customers, driving growth and ensuring client satisfaction.
Responsibilities
- Drive growth: Build and execute success plans that improve account health, increase NRR, and identify expansion opportunities. Lead strategic quarterly business reviews
- Build relationships: Establish trusted, multi-level relationships that boost engagement and loyalty
- Own adoption: Lead implementations, monitor product usage, and drive time-to-value
- Turn insights into action: Use customer feedback and data to shape product improvements and resolve pain points
- Manage renewals: Own renewal quoting, expansion, and MSA negotiations
- Collaborate cross-functionally: Partner with sales, marketing, product, engineering, and support to deliver seamless experiences and resolve escalations
- Support continuous improvement: Contribute to CS playbooks, best practices, and internal documentation
- Manage a portfolio of Strategic Enterprise accounts in Banking and Retail
- Run onboarding activities: kickoffs, milestone tracking, action-item follow-up
- Deliver client training and workshops
- Maintain accurate records in Salesforce and CS platforms
- Stay current on industry trends and fraud/identity technology
Skills
- 7+ years in a customer success role with a track record of driving NRR and portfolio growth
- Strong problem-solving skills in complex, multi-stakeholder environments, with solid data analysis and synthesis ability
- Detail-oriented with solid project management fundamentals; able to juggle multiple priorities
- Self-starter mentality with a proactive, partnership-driven approach
- Experience in fraud/identity or a fast-growing SaaS company
Benefits
- Intellicheck offers a collaborative work environment
- Competitive salary and incentive compensation upside
- Comprehensive benefits for you and your family
- Medical Insurance
- Dental Insurance
- Vision Insurance
- STD/LTD/Life Insurance
- 401(k)
Company Overview