Strategic Customer Success Manager

CertifID is a company dedicated to enhancing security and fighting fraud in the real estate sector. They are seeking a Strategic Customer Success Manager to manage a portfolio of enterprise and mid-market accounts, driving customer engagement and revenue growth through effective onboarding, relationship management, and proactive expansion strategies.

Responsibilities:

• Proactively identify, develop, and close upsell and cross-sell opportunities — introducing new products, channels, and services and customizing solutions to meet customers' evolving needs
• Execute win/win renewal negotiations with commercial discipline, maximizing contract value while nurturing long-term client relationships and ensuring renewals close on time
• Manage renewal forecasting accurately — maintaining a healthy pipeline, tracking risk signals, and delivering consistent, reliable visibility to leadership
• Navigate competitive displacement scenarios with confidence, building compelling value narratives that differentiate CertifID and protect against budget consolidation
• Partner with leadership to refine playbooks, pricing proposals, and expansion strategies that better arm the CS organization for scalable growth
• Own and manage a portfolio of enterprise and mid-market customers across the full post-sale lifecycle, serving as a strategic partner accountable for onboarding, adoption, retention, and revenue growth
• Design and execute structured onboarding plans that deliver fast time-to-value, establish clear success metrics, and set customers up for long-term adoption
• Build and maintain multi-threaded relationships across customer organizations, including executive and C-suite stakeholders, and lead executive business reviews that connect CertifID's value to the customer's broader business strategy
• Leverage customer data and live touchpoints to monitor account health, identify adoption gaps, and proactively surface and mitigate retention risk before it escalates
• Coordinate and lead all onboarding, business reviews, and cadence calls across your book to evaluate performance, align with customer priorities, and surface new opportunities
• Serve as a subject matter expert on CertifID's products, providing strategic guidance and enabling customers to embed CertifID deeply into their workflows
• Engage in and occasionally lead cross-functional work that enhances customer experience, informs roadmap priorities, and improves internal collaboration

Requirements:

• 7+ years of experience in customer success or account management, with demonstrated experience owning strategic or enterprise accounts through the full post-sale lifecycle
• Proven track record of identifying and closing expansion opportunities — upsells, cross-sells, and competitive displacements — within an existing customer portfolio
• Experience managing the full renewal cycle, including pricing and packaging adjustments, forecasting, and deal closure with customers ranging in size and stakeholder sophistication
• Demonstrated ability to build executive-level relationships, lead executive business reviews, and operate as a trusted strategic partner to senior stakeholders
• Strong commercial acumen, including experience leveraging forecasting tools and managing renewal risk proactively
• Demonstrated proficiency with CSPs and CRMs — Gainsight, Salesforce, or equivalent
• Ability to leverage customer data and analytics to track health, measure adoption progress, and prepare customer-facing usage reporting and ROI narratives
• Strong background in value selling post-implementation — turning deep product usage into quantified business outcomes that justify expansion and protect against churn
• Exceptional communication and presentation skills, both verbal and written
• Strong organizational skills with the ability to manage time and resources across a multi-account portfolio simultaneously
• Willingness to travel (up to :25%) for customer meetings, industry events, and team gatherings, with availability for frequent video calls across all US time zones
• SaaS experience required
• Familiarity with the title or real estate industry
• Proficiency in leveraging AI to accelerate your own organizational and project-management processes