Customer Success Manager

SheerID is looking for a dynamic Customer Success Manager (CSM) to join our growing team in our mission to enable brands to reach their target audiences. In this role, you will manage a portfolio of Enterprise and mid-market brands, driving utilization and outcomes that lead to renewals, expansion, and customer advocacy.

Responsibilities:

• Customer Program Implementation: Partner with the Client Delivery team to guide the implementation of customer programs, ensuring best practices are followed and customers achieve time-to-value quickly
• Customer Health & Risk Management: Monitor account activity and identify trends that may signal churn risk. Proactively develop action plans with customers and internal teams to improve engagement and program performance
• Strategic Account Engagement: Maintain consistent touchpoints with customers through regular check-ins, business reviews, and strategic conversations. Engage additional SheerID resources such as Product, Sales, or Executive leadership when appropriate
• Relationship Management: Develop and maintain trusted advisor relationships with key stakeholders and program owners within your portfolio of approximately 20-30 accounts
• Voice of the Customer: Advocate for your customers internally by providing feedback to cross-functional teams on opportunities to improve SheerID’s products, services, and customer experience
• Renewals Management: Own and manage the subscription renewal process, including leading renewal conversations, negotiating terms, and securing timely renewals. Maintain accurate renewal forecasting and partner with the aligned Account Executive where expansion opportunities are identified
• Expansion Opportunities: Identify opportunities for account growth and cross-organizational expansion, partnering with the Account Executive to support successful deal outcomes
• Customer Success Innovation: Contribute to improving Customer Success programs by developing new resources, playbooks, and engagement strategies that benefit customers and the broader organization

Requirements:

• 3–5 years of experience in a customer-facing B2B role such as Customer Success, Account Management, or Client Services
• Bachelor's degree or equivalent work experience
• Experience managing complex customer relationships and supporting multiple stakeholders across an organization
• Ability to analyze customer data, identify trends, and provide strategic recommendations to improve program performance
• Experience working in a fast-paced B2B SaaS technology environment, supporting marketing or customer engagement platforms
• Ability to communicate effectively with stakeholders at all levels, from day-to-day users to executive decision-makers
• Strong time management, organization, project management, and communication skills
• Experience documenting customer interactions and account activity in CRM systems
• Ability to travel 25–30% for customer meetings
• Experience with tools such as Salesforce, Asana, Jira, Slack, New Relic, or similar SaaS platforms
• Experience in Marketing, Marketing Technology (MarTech) or digital marketing platforms