Customer Success Manager

Job not on LinkedIn

🕒 3 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Identiq

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💳 Fintech

🛍️ eCommerce

🔒 Cybersecurity

💰 $47M Series A on 2021-03

Fintech • eCommerce • Cybersecurity

Identiq is a company that specializes in payment optimization and customer identification solutions. They provide a private network designed to enhance payment acceptance rates, reduce fraud, and improve overall customer experiences without compromising sensitive data. Their technology enables risk-based decisions through the use of first-party data, ensuring that sensitive information remains secure and private throughout the validation process.

📋 Description

• Own the renewal lifecycle for assigned strategic accounts, including contract management, forecasting, and execution • Provide data-driven insights and reporting on renewal performance and customer health metrics • Develop strategies to improve renewal rates and reduce churn • Maintain accurate customer interaction and renewal-stage records in CRM tools such as Salesforce and Gainsight • Lead onboarding for add-on products with existing customers • Collaborate with implementation and sales teams to ensure successful handoffs • Understand each customer's goals and challenges • Proactively manage and grow a portfolio of K-12 education customer accounts • Conduct regular customer check-ins and provide ongoing support • Become a subject matter expert on products, features, and updates • Educate customers on best practices and help them achieve objectives with the solutions • Analyze data and metrics to track usage, identify trends, and recommend customer satisfaction and product-utilization strategies • Plan and deliver training sessions, webinars, and in-person meetings • Represent the customer internally and provide feedback to the product team • Advocate for customer needs and requests • Liaise between customers and the support team to resolve issues promptly and effectively

🎯 Requirements

• Bachelor's degree in Education, Business, or a related field • 3-5 years of experience in customer success, account management, or a similar role, preferably in the SAAS/K12 industry • Ability to build and maintain strong, trust-based customer relationships • Outstanding time management and organization skills • Collaboration with Support, Implementation, Sales, Product, and Engineering teams • Exceptional communication and interpersonal skills • Strong problem-solving abilities • Ability to be an independent learner • Experience in systems like Incident IQ, Gainsight, Fathom, AzureDevOps, Confluence, Lattice, and Slack is a plus • Technology skills in Zoom and Google Suite required • Experience in managing renewals is a plus • Travel: 10%

🏖️ Benefits

• Whole-person personal and professional growth • Energetic and collaborative environment • Excellent work/life balance • Downtown Atlanta office location and office at Halcyon in Alpharetta • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401k match • Paid time off (PTO)