Customer Success Manager

Overview
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Intellicheck delivers real-time, authoritative identity verification by analyzing DMV-issued ID data with a single scan to detect fake or altered IDs.Our platform minimizes false positives while ensuring a seamless, trusted experience for users, supporting both in-person and digital transactions. We verify nearly 100 million IDs annually for major banks, credit card issuers, title insurance companies, and law enforcement agencies across North America.As a hardware vendor-neutral, omnichannel SaaS solution, Intellicheck works seamlessly with your existing mobile devices and scanners to provide reliable identity verification at scale.

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We are looking for dynamic and driven Customer Success Managers (CSMs)to join our fast-growing team. The CSM is responsible for our customers' post-sales and implementation journey, focusing on helping them achieve their business outcomes and continually driving value from the Intellicheck IdentityValidation platform; you will guide customers through their customer experience journey, ensuring they achieve their desired business outcomes while maximizing the value of the Intellicheck Identity Platform.

The Customer Success Manager will become a trusted advisor to help our customers navigate the fraud identity landscape. You will also be the voice ofour customers back to Intellicheck.
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Key Responsibilities

• ‍‍Customer Support & Engagement
  
  • Support assigned small-medium customer accounts
  • Assist with customer onboarding activities, including scheduling kickoff calls, tracking implementation milestones, and following up on action items
  • Respond to basic customer inquiries and coordinate issue resolution with Support, Finance, and Engineering teams
• Account & Relationship Management
  
  • Maintain accurate customer records in CRM and customer success platforms
  • Document customer feedback, product requests, and risks
  • Assist Sr CSM team with preparation of customer business reviews, presentations, and reports
  • Escalate risks, churn indicators, or customer concerns to senior team members
• Process & Continuous Improvement
  
  • Support Customer Success initiatives, playbooks, and best practices
  • Assist with internal documentation and process improvements

Participate in training and development to grow Customer Success expertise.

In addition, you will:

• Foster a culture of customer-centricity throughout the organization.
• Conduct training and workshops for clients.
• Represent the company at industry events and conferences.
• Stay current with industry trends and emerging technologies.
• Must be a pro-active and self-starter willing to seek out answers, learning, and building a trusted partnership with their clients.
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Qualified candidates will have 3+ years of experience in a customer success manager role, along with proven success in achieving NRR and growth for your customer portfolio. Must be an excellent problem solver in complex, multi-stakeholder situations, including top-level data analysis and synthesis skills. Must be detail oriented, with the basics of project management and the ability to keep multiple trains running at once. Experience in the fraud identity space or working at a fast-growing technology/SaaS company is a plus.

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Intellicheck offers a collaborative work environment, competitive salary and incentive compensation upside, and comprehensive benefits for you and your family.
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Intellicheck, Inc. provides equal employment opportunities to current and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, sexual orientation, age, pregnancy, disability, handicap, citizenship, veteran or marital status, or any other legally recognized status entitled to protection under federal, state, or local anti-discrimination laws.

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• STD/LTD/Life Insurance
• 401(k)

Work Location: Remote

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