[Remote] Customer Success Manager, Enterprise
Note: The job is a remote job and is open to candidates in USA. Prove is a company focused on modernizing consumer engagement through phone-centric identity solutions. They are seeking a Customer Success Manager to oversee customer retention, act as an advocate for clients, and enhance the overall customer experience while ensuring alignment with business objectives.
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%
Skills
- 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
- 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
- Experience with technical data platforms such as Splunk, Looker etc and investigating API transactions
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)
- A great place to work and connect with other talented Provers like yourself!
Company Overview