Customer Success Manager, Enterprise
Customer Success Manager, Enterprise
FLSA Status Exempt
Location: US, West Coast
Job Summary:
The Customer Success Manager oversees the customer retention process by acting as a customer advocate within the organization and streamlining the customer experience.
The Customer Success Manager will be client focused and Prove product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to partner with and advise clients, ultimately acquiring deep knowledge of the client’s organization and business objectives. You are passionate about building strong customer relationships, delivering value, identifying growth potential, and ultimately turning customers into raving Prove fans!
Key Responsibilities
Establish reputation as trusted partner via regular business reviews presenting the status of the Prove relationship, reviewing active and future project(s) and demonstrating the value Prove delivers to the clients business objectives
Quickly become a subject matter expert of clients business objectives and use cases while striking a healthy balance between customer satisfaction and delivering business value.
Primarily responsible to achieve our corporate objectives measured by a client Net Promoter Score (NPS).
Forecasting & Accuracy: Responsible for forecasting live revenue and having a deep understanding of your clients business and any seasonality that comes with it.
Renewals: Monitor account renewals and work proactively to secure renewals on time. Work closely with account managers to strategize on price increases, added AGV, and up-selling additional products/services at time of renewal
QBRs: Organizes and hosts onsite QBRs with client executive team to align to customer goals and derive long term partnership plans
Pass rate optimization & recommendations : Present areas of optimization to clients via partnership with AM’s (new opportunities) or SCs (pass rate improvements) to drive client success and value of Prove solution
Ticket monitoring and escalation coordination: Responsible for creation and monitoring client’s internal ticketing needs (support ticket, SC ticket, product ticket, Data Science Tickets, Fraud tickets
Product Expertise: Develop a deep understanding of our products and services. Stay updated on the latest features and updates, and effectively communicate their value to clients.
Travel requirement roughly 20%
Qualifications and Experience
3 to 5 years in a customer facing role such as account management or sales
Excellent project management and long-term account planning skills
Strong written and verbal communication, documentation, presentation, interpersonal, and customer service skills
Possess experience within a highly regulated market (i.e. Fintech, Insurance, Retail)
Knowledge of digital identity and Authentication strongly preferred
Prefer selling strategies and negotiations skills
Aptitude and passion for technology, KPIs, data, business cases
Excellent ambition and desire to grow and expand your career
Track record of building and maintaining successful client relationships
Experience in cybersecurity, fintech, or fast-growing startup is required
Experience with technical data platforms such as Splunk, Looker etc and investigating API transactions is preferred.
Promote, maintain and enhance our cultural values of humility, passion, inclusion, and leadership.
Strong passion for learning about our products and markets through in-house and external training.
Experience in high-growth /pre-IPO Technology companies
The anticipated salary pay range for Metro 2 areas for this role is $135,000 - $150,000 plus sales incentive plan.
The anticipated salary pay range for Metro 3 areas for this role is $125,000 - $140,000 plus sales incentive plan.
Offered salary will be determined by the applicant's experience, knowledge, skills, geo-location and abilities as well as internal equity and alignment with market data.