Strategic Customer Success Manager

About CertifID

Cybercrime is reaching record highs in 2024, with the real estate sector remaining a lucrative target for cybercriminals. CertifID provides a secure platform that verifies identities, authenticates wire transfer instructions, and detects potential fraud attempts, mitigating risks and ensuring confident transactions. We are recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row. Our vision is a world without wire fraud.

About the Role

CertifID is seeking an accomplished Strategic Customer Success Manager (SCSM) to join our growing Customer Success team. In this role, you will own a blended portfolio of enterprise and mid-market accounts, stewarding customers through the complete post-sale lifecycle, from onboarding and value realization through renewal and expansion. This role is fundamentally commercial, requiring you to proactively identify, develop, and close expansion opportunities, drive usage and adoption, upsell new products, and execute renewal negotiations.

What You’ll Do

Revenue Growth & Expansion

• Proactively identify, develop, and close upsell and cross-sell opportunities.
• Execute win/win renewal negotiations, maximizing contract value and nurturing client relationships.
• Manage renewal forecasting accurately, maintaining a healthy pipeline and tracking risk signals.
• Navigate competitive displacement scenarios with confidence, building compelling value narratives.
• Partner with leadership to refine playbooks, pricing proposals, and expansion strategies.

Retention & Relationship Management

• Own and manage a portfolio of enterprise and mid-market customers across the full post-sale lifecycle.
• Design and execute structured onboarding plans that deliver fast time-to-value.
• Build and maintain multi-threaded relationships across customer organizations, including executive and C-suite stakeholders.
• Leverage customer data and live touchpoints to monitor account health and mitigate retention risk.
• Coordinate and lead all onboarding, business reviews, and cadence calls.
• Serve as a subject matter expert on CertifID's products, providing strategic guidance.
• Engage in and occasionally lead cross-functional work that enhances customer experience.

What We’re Looking For

• 7+ years of experience in customer success or account management, with demonstrated experience owning strategic or enterprise accounts.
• Proven track record of identifying and closing expansion opportunities (upsells, cross-sells, competitive displacements).
• Experience managing the full renewal cycle, including forecasting and deal closure.
• Demonstrated ability to build executive-level relationships and operate as a trusted strategic partner.
• Strong commercial acumen, including experience leveraging forecasting tools and managing renewal risk.
• Proficiency with CSPs and CRMs (Gainsight, Salesforce, or equivalent).
• Ability to leverage customer data and analytics to track health and prepare customer-facing reporting.
• Strong background in value selling post-implementation.
• Exceptional communication and presentation skills, both verbal and written.
• Strong organizational skills and ability to manage time and resources across multiple accounts.
• Willingness to travel up to 25% for customer meetings and industry events.
• SaaS experience required.

Bonus Points

• Familiarity with the title or real estate industry.
• Proficiency in leveraging AI to accelerate organizational and project-management processes.

What We Offer

• Flexible vacation
• 12 company-paid holidays
• 10 paid sick days
• No work on your birthday
• Health, dental, and vision Insurance (including a $0 option)
• 401(k) with matching, and no waiting period
• Equity
• Life insurance
• Generous parental paid leave
• Wellness reimbursement of $300/year
• Remote worker reimbursement of $300/year
• Professional development reimbursement
• Competitive pay
• An award-winning culture

Key skills/competency

• Strategic Customer Success Manager
• Account Management
• Revenue Growth
• Customer Retention
• SaaS
• Salesforce
• Gainsight
• Value Selling
• Executive Relationships
• Renewal Negotiations