Customer Success Manager / Account Manager (Blended Role)

SheerID is seeking a dynamic and results-oriented professional to join our team in a blended Customer Success Manager (CSM) and Account Manager (AM) role. This new position is pivotal in driving customer satisfaction, ensuring strategic engagement, and achieving revenue growth through renewals and upsells. The ideal candidate will adeptly manage relationships across various customer levels, from operational users to executive decision-makers, and will be instrumental in expanding our footprint within existing programs.

Role Specific Job Duties:

Customer Engagement:

• Identify, develop, and maintain relationships with key stakeholders, including decision-makers, procurement leads, and executives.
• Engage with SheerID champions and operational users to ensure product adoption and customer satisfaction.
• Conduct proactive communications throughout the customer lifecycle, including strategic Executive Business Reviews (EBRs).

Revenue Growth:

• Identify and execute upsell opportunities within core community expansions and existing programs.
• Collaborate with sales and finance teams to align on expansion strategies and revenue objectives.
• Meet and exceed bookings targets for expansions, contributing to overall ARR growth.

Retention and Satisfaction:

• Drive account retention through successful subscription renewals.
• Implement strategies to reduce ARR contraction and enhance customer satisfaction, as measured by Net Promoter Score (NPS) and customer advocacy rates.
• Monitor product adoption through health scoring and address any areas of concern promptly.

Cross-Functional Collaboration:

• Work closely with Support, Product, Marketing, Sales, and Finance teams to ensure a cohesive customer experience.
• Act as a customer advocate, providing feedback to internal teams to drive product and service improvements.

Required Skills / Experience:

• 3+ years of experience in customer success, account management, or a related role within SaaS/Martech/Adtech companies.
• Proven track record of meeting or exceeding retention and growth goals.
• Strong consultative selling and relationship management skills.
• Ability to identify, engage with, and influence executive-level stakeholders.
• Excellent communication and collaboration abilities, with experience working cross-functionally.
• Familiarity with customer health scores, product adoption metrics, and expansion strategies.
• Proficiency with CRM and customer success platforms; experience with tools like Asana, WordPress, Marketo, and Google Suite is a plus.
• A proactive, positive attitude with a can-do spirit, capable of thriving in a fast-paced environment.

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Please be aware that any communication related to this job posting will only come from email addresses ending in @sheerid.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.

To ensure your safety, please note that we will never:

Provide screening questions via email

Extend a job offer without a formal interview process

Request any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution.