Senior Customer Success Manager

Intellicheck is a company that delivers real-time identity verification solutions. They are seeking a Senior Customer Success Manager to oversee the post-sales journey for their Identity Validation platform customers, driving growth and ensuring client satisfaction.

Responsibilities:

• Drive growth: Build and execute success plans that improve account health, increase NRR, and identify expansion opportunities. Lead strategic quarterly business reviews
• Build relationships: Establish trusted, multi-level relationships that boost engagement and loyalty
• Own adoption: Lead implementations, monitor product usage, and drive time-to-value
• Turn insights into action: Use customer feedback and data to shape product improvements and resolve pain points
• Manage renewals: Own renewal quoting, expansion, and MSA negotiations
• Collaborate cross-functionally: Partner with sales, marketing, product, engineering, and support to deliver seamless experiences and resolve escalations
• Support continuous improvement: Contribute to CS playbooks, best practices, and internal documentation
• Manage a portfolio of Strategic Enterprise accounts in Banking and Retail
• Run onboarding activities: kickoffs, milestone tracking, action-item follow-up
• Deliver client training and workshops
• Maintain accurate records in Salesforce and CS platforms
• Stay current on industry trends and fraud/identity technology

Requirements:

• 7+ years in a customer success role with a track record of driving NRR and portfolio growth
• Strong problem-solving skills in complex, multi-stakeholder environments, with solid data analysis and synthesis ability
• Detail-oriented with solid project management fundamentals; able to juggle multiple priorities
• Self-starter mentality with a proactive, partnership-driven approach
• experience in fraud/identity or a fast-growing SaaS company