Senior Customer Success Manager
About Intellicheck
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.
We're looking for a driven Senior Customer Success Manager to own the post-sales journey for our Identity Validation platform customers. You'll be a trusted advisor who helps clients navigate the fraud identity landscape, drives measurable value, and serves as the voice of the customer inside our organization.
What You'll Do
- 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.
Additional Responsibilities
- 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
What You Bring
- 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
Intellicheck offers a collaborative work environment, competitive salary and incentive compensation upside and comprehensive benefits for you and your family.
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:
- 401(k)
- Health insurance
- Paid time off
- Vision insurance
- Dental insurance
- Life insurance
- Disability insurance
Work Location: Remote
Salary:100,000 – 120,000 FT
Candidates can apply here: https://www.indeed.com/job/senior-customer-success-manager-c34bd84d1198684f