Customer Success Manager, Enterprise

About the role

The Customer Success Manager oversees the customer retention process by acting as a customer advocate within the organization and streamlining the customer experience. You will be client-focused and Prove product-savvy, blending 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, pairing your knowledge and experience to partner with and advise clients. You will acquire deep knowledge of the client’s organization and business objectives, building strong customer relationships, delivering value, identifying growth potential, and turning customers into raving Prove fans.

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 for achieving 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: Organize and host onsite QBRs with client executive teams to align to customer goals and derive long-term partnership plans.
• Pass rate optimization & recommendations: Present areas of optimization to clients via partnership with AMs (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 of clients' 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%.

Requirements

• 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.

Pay

The anticipated salary pay range for Metro 2 areas (NYC metro area, Seattle metro area, Los Angeles metro area, and the Miami metro area) for this role is $135,000 - $150,000 plus sales incentive plan. The anticipated salary pay range for Metro 3 areas (all other cities across the domestic United States, with the exception of the San Francisco Bay Area) 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.

Benefits

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan.
• Modern Health for financial, mental, and physical wellness.
• 401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices).
• Unlimited Vacation and Flexible hours.
• Comprehensive medical benefits for you and your family.
• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement).
• Bottomless snacks & beverages for certain office locations.
• Daily GrubHub stipend for lunch if coming into the office (US Offices).