*Please note this position is fully remote
NeuroID’s technology reveals previously undetectable insight around each digital interaction, extracting meaningful behavior in real-time. This enhanced visibility illuminates new ways to improve user experiences, streamline internal processes, and enhance data-driven decisioning throughout the customer journey, leading to measurable bottom-line impact. We are committed to changing the course of the digital world by transforming and optimizing the customer experience and risk assessment with a new window of visibility never seen before. NeuroID’s core products unlock a refreshing and powerful layer of actionable insight into the intent and experience of every customer or prospect, creating a new paradigm of seeing and understanding behavior in real-time.
The Sr. Client Success Manager (CSM) plays a pivotal role in ensuring customer satisfaction and driving long-term relationships. The CSM will work closely with customers to understand their needs, identify opportunities for growth, and provide strategic guidance.
Responsibilities
- Relationship Management: Cultivate partnerships with enterprise clients by deeply understanding their business objectives.
- Serve as NeuroID's primary point of contact, providing strategic guidance and tailored solutions.
- Drive customer adoption and satisfaction by delivering continuous value and mitigating churn risks.
- Act as a trusted advisor, collaborating on roadmaps to achieve desired outcomes and ROI.
- Identify growth opportunities and work closely with clients to accelerate expansion initiatives.
- Collaborate internally to provide timely recommendations and guidance.
- Oversee contract negotiations for professional services, master service agreements, subscriptions, amendments, and renewals.
- Represent customer interests within NeuroID, providing valuable feedback to drive improvements across sales, services, and product teams.
- Monitor customer health metrics and KPIs to proactively address risks and opportunities.
- Generate monthly reports on customer status, risks, and expansion potential.
- Conduct training sessions and provide resources to ensure clients fully leverage the NeuroID platform.
- Collaborate with customer stakeholders to facilitate successful adoption.
- Foster effective teamwork with sales, professional services, product, marketing, and support teams to deliver an exceptional customer experience.
Qualifications
- Bachelor’s degree in Business, Engineering, or a related field.
- 3+ years of experience in a Customer Success Manager, Account Manager or similar role, preferably in an Enterprise SaaS environment.
- 2+ years experience in Fraud or Identity
- Proven track record of managing and growing enterprise-level accounts.
Preferred Skills
- Proficiency with Microsoft Office suite, Salesforce, Looker, and Gainsight tools preferred.
- Excellent communication (written and spoken) and interpersonal skills.
- Ability to build strong relationships with stakeholders at all levels.
- Strong problem-solving skills and the ability to navigate complex customer environments.
- Strong understanding of SaaS business models and customer lifecycle management.
- Strong work ethic and ability to work efficiently in autonomy.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Knowledge of best practices in Customer Success, especially in Enterprise Software.
- Strong organizational, project management and cross-functional collaboration skills.
Benefits
- Medical, Dental and Vision, 401K
- Competitive salary
- Technology is provided to you
- A competitive FTO package (Work/life balance is VERY important to us!)