Strategic Customer Success Manager

Overview of the role

We’re looking for a highly adaptable Customer Success Manager who thrives in fast-moving startup environments and enjoys balancing customer relationships, revenue growth, technical troubleshooting, and operational execution. This is a hands-on role with broad ownership.

Customer Growth and Revenue Expansion

• 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
• 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
• Experience in identity verification, fintech, healthcare, or regulated industries
• Familiarity with Snowflake or similar data warehouses
• Experience supporting API-based or highly technical SaaS products
• Experience participating in support rotations or escalation management
• Exposure to onboarding, implementation, or workflow configuration
• Ability to work core hours aligned with Pacific / Mountain Time

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

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