Sr. Customer Success Manager

Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.

We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.

CertifID is seeking an accomplished Senior Customer Success Manager (CSM). As Senior CSM, you are responsible for a blended portfolio of enterprise and mid-market customers, who you will support through the complete post-sale lifecycle.

The more our customers adopt our solutions, the safer their businesses and the industry are against wire fraud; however, security has inherent friction and our customers’ businesses are well-established in their operating rhythms. Your challenge is clear: help your customers see clearly that the value of our solutions is worth the change, and guide them proactively through that change-management.

Responsibilities

• Own and manage a large portfolio of customers who range in size and complexity.
• Coordinate and lead all onboarding, business reviews, and establish cadence meetings across base to evaluate and review performance, align with customer priorities, drive adoption, and locate new opportunities to promote usage and adoption
• Leverage both customer live touchpoints and data to identify risks, managing and mitigating that risk proactively, as well as escalating quickly and effectively to internal teams for support
• Identify issues that impact customers and/or challenges in the business and provide thought leadership in finding a customer solution, recommendations to streamline existing processes and/or identify strong workarounds
• Identify expansion and upsell opportunities and partner with Account Management team to execute successful revenue growth and seamless renewals
• Serve as a subject matter expert on CertifID's products, providing strategic guidance and customer support
• Meet or exceed retention goals and KPIs as established in our OKR process across your assigned portfolio by applying structured problem-solving and strategic guidance
• Engage in and occasionally lead cross-functional work that enhances customer experience, informs roadmap priorities, and improves internal collaboration

Requirements

• 7+ years of experience in customer success
• Demonstrated proficiency and aptitude for leveraging CSPs and CRMs, Gainsight, Salesforce, etc.
• Demonstrated ability to establish strong relationships and trust with multiple customer stakeholders and business units, multithreading and establishing champions and advocates, including executives and C-Suite
• Proficiency in basic project management skills and approaches as they relate to customer-success work.
• Demonstrated strength of organizational skills with the ability to manage time and resources effectively across multiple projects simultaneously and set proper expectations
• Exceptional communication and presentation skills, both verbal and writtenProficiency in leveraging AI appropriately to accelerate and improve your own organizational and project-management processes
• Demonstrated ability to leverage customer data/analytics in support of tracking customer health, progress, and preparing customer-facing usage reporting
• Is willing to travel (up to :25%) for customer meetings, industry events, and team meetings, and be willing to be on frequent video calls with customers and internal teams across all US time zones
• Familiarity with the title industry a plus, but not required

Benefits

• Flexible vacation
• 12 company-paid holidays
• 10 paid sick days
• No work on your birthday
• Health, dental, and vision Insurance (including a $0 option)
• 401(k) with matching, and no waiting period
• Equity
• Life insurance
• Generous parental paid leave
• Wellness reimbursement of $300/year
• Remote worker reimbursement of $300/year
• Professional development reimbursement
• Competitive pay
• An award-winning culture

Not sure if you check all the boxes? Apply anyway!

We know that great talent comes in many forms, and we value potential just as much as experience. If you're excited about this role and believe you can grow into it, we’d love to hear from you. We’re looking for people who are eager to learn, adapt, and solve challenges—so if that sounds like you, don’t let a checklist hold you back!

Change doesn't happen overnight, and the same goes for us here at CertifID. We PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.