Work anywhere, Live anywhere


Customer Success Manager

remote / Posted

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

What you will do
  • Answer customers' technical and integration questions; support customers throughout the integration process
  • Own the overall post-launch relationship with your Vouched customers
  • Develop a trusted advisory relationship with customers, ensuring all activities are closely aligned with the client’s business and departmental strategy and needs
  • Be an advocate for client feature requests and work cross functionally with our Product and Engineering teams to help move projects forward
  • Conduct quarterly or monthly business reviews to assess customer requirements and level of adoption with infrequent travel for client on sites
  • Strategize and manage the client renewal process to maintain a near zero to negative net churn rate
  • Work in partnership with Sales, identifying and developing new business and/ or upsell opportunities with existing clients
  • Manage customer trainings and increase adoption on new product lines and features
  • Forecast and track key account metrics (e.g. quarterly sales results)
  • Assist with high severity client requests or issue escalations as needed
  • Drive Customer Success Outcomes: Drive increased engagement for new and existing customers; increase renewal rates and keep our churn rate near zero; expand our revenue in accounts through cross-sell and upsell; influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; and drive new business growth through greater advocacy and reference-ability
  • Any other projects as assigned to help the Company meet its goals.

  • 3-5 years’ experience in a SaaS based, Customer Success Manager role ensuring customer satisfaction, adoption and retention
  • Previous experience within management consulting
  • Ability to interact with client teams at various levels of technical and non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
  • Experience using Jira
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Excellent listening and presentation skills
  • Excellent verbal and written communication skills
  • High attention to detail and ability to organize a high volume book of business along with occasional strategic projects
  • BA/BS degree in Business Administration, Accounting, or relevant fields preferred
  • Experience with problem solving and analytical skills including: conducting qualitative and quantitative research, analyzing data, data visualization, developing hypotheses, synthesizing insights & recommendations

This is a remote role - however, you must be based in the US (US work authorization required)

  • Flexible paid time off
  • Healthcare
  • Vision
  • Equity compensation
  • Flexible remote, work-from-home arrangements
  • Parental leave
  • Seniority level

    Mid-Senior level
  • Employment type

  • Job function

  • Industries

    Technology, Information and Internet