Drive Net Retention Revenue (NRR): Proactively identify, pipeline, and close expansion opportunities (upsells and cross-sells) within a dedicated book of business to exceed growth targets.
Commercial Negotiation: Lead the end-to-end commercial process for contract renewals, amendments, and add-ons, ensuring favorable terms while maximizing account value.
Create and build strategic relationships with the most innovative companies across North America to drive revenue growth, increase customer loyalty, and product adoption.
Consistently communicate with decision-makers to understand their identity verification needs and map them to additional products or higher-tier service levels.
Manage multiple stakeholders and business units within the same organization, with potentially different use cases for each.
Analyze and improve product performance metrics and technical optimization opportunities within the services platform.
Maintain communication and coordination with Sales, Marketing, Support, Product, and Executive Team members to be the voice of the customer and drive our product roadmap in line with customer requirements.
Perform product demos as required.
Maintain up-to-date records in Salesforce and Totango.
Manage multiple stakeholders (internal and external) while easily pivoting from a C-suite to a technical contact.

Strong business, operational and technical aptitude with a proven ability to quickly learn new technologies and transactional business models.
Familiarity with managing large-scale clients in a SaaS or similar product environment.
Experience driving product adoption and growth while working to mitigate churn.
Experience analyzing data sets in Excel or Business Intelligence tools and presenting those findings to customers.
Proficiency with CRM tools, ticketing platforms, and product management tools. Salesforce experience would be considered an asset.
Excellent presentation skills for both external and internal audiences.
Ability to own and execute defined customer touchpoints throughout the customer lifecycle, such as the QBR.

Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency).
Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity.
Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized.
Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization.

Mid-Market Customer Success Manager

Key skills