Strategic Customer Success Manager at Certifid

Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind. We know we couldn’t take on this challenge without our incredible team. We have been 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. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud. What You’ll Do Revenue Growth & Expansion • 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. Retention & Relationship Management • 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. What We’re Looking For • 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. Bonus Points • Familiarity with the title or real estate industry. • Proficiency in leveraging AI to accelerate your own organizational and project-management processes. Not sure if you check all the boxes? Apply anyway!  We know that great talent comes in many forms, and we value potential just as much as experience. If you're excited about this role and believe you can grow into it, we’d love to hear from you. We’re looking for people who are eager to learn, adapt, and solve challenges—so if that sounds like you, don’t let a checklist hold you back! Change doesn't happen overnight, and the same goes for us here at CertifID. We evolve collectively and individually as we grow by leaning into the core values that define us. As we grow, we embody GRIT—collectively and individually—to raise the bar and influence outcomes in everything we do. Guard the Customer - Raise the Bar - Influence Outcomes - Teamwork Wins We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.