Strategic Customer Success Manager

🕒 May 27

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Vouched

WebsiteLinkedInAll Job Openings

11 - 50 employees

📋 Compliance

🔐 Security

🤖 Artificial Intelligence

Compliance • Security • Artificial Intelligence

Vouched is a leading identity verification company that offers advanced digital identity verification solutions across various industries. With a focus on enhancing security, streamlining onboarding, and reducing fraud, Vouched's proprietary technology integrates seamlessly with existing systems to provide fast, reliable, and compliant verification processes. The company's solutions are tailored for sectors such as healthcare, financial services, automotive, and more, enabling businesses to meet compliance requirements and improve the customer experience. Vouched utilizes AI-driven verification to eliminate biases and offers a seamless integration with global scalability.

📋 Description

• Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels • Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities • Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities • Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth • Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution • Be accountable for revenue-related outcomes tied to your book of business • Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions • Create clear next steps, action plans, and customer communication after meetings • Manage multiple competing priorities and customer requests simultaneously • Maintain accurate CRM data, account documentation, and internal tracking • Help improve and shape customer success processes as the company scales • Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options • Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior • Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends • Serve as the first point of coordination during customer escalations and drive issues toward resolution • Partner closely with engineering and product teams while independently managing customer communication and investigation • Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders • Participate in shared customer support coverage and escalation management as part of the Customer Success team • Jump into urgent customer situations with a solutions-oriented mindset • Help identify recurring customer issues and improve internal documentation, workflows, and operational processes • Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving • Share structured customer feedback with Product and Engineering teams • Advocate for customer needs while balancing business priorities • Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency

🎯 Requirements

• 4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role • Experience working at an early-stage or high-growth B2B SaaS company • Strong communication and relationship management skills with both business and technical stakeholders • Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously • Comfortable troubleshooting technical issues and navigating ambiguity independently • Experience working with APIs, JSON, logs, developer documentation, or technical workflows • Experience writing basic SQL queries or working with customer/product data • Strong organizational skills and attention to detail in a fast-moving environment

🏖️ Benefits

• Equity compensation • Remote-first environment • Flexible PTO and 11+ annual company holidays • 401k • Medical, dental, and vision coverage • Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot) • Paid parental leave • Pay scale: $90k-120k OTE