Customer Success Manager, ID.me
Communities
$135-175k
Office located in Sunnyvale, CA
Digital identity verification platform
Job no longer available
Digital identity verification platform
501-1000 employees
Job no longer available
$135-175k
Office located in Sunnyvale, CA
501-1000 employees
Company mission
To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.
Role
Who you are
- At least three years of experience in Customer Success, Account Management, Strategic Partnership
- Strong data analytics skills with the capacity to independently build convincing, data-driven proposals
- Strong communication skills and the ability to build consensus and de-escalate conflict
- Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
- Proactive, confident and energetic attitude with the desire to be a key player on a high-performing team
- Travel expectations up to 25%
What the job involves
- ID.me is seeking an experienced Customer Success Manager to specialize in managing a portfolio of commercial community customers
- In this pivotal role, you will be instrumental in fostering enduring relationships with clients, ensuring their satisfaction, and championing the success of our innovative products and services
- Your expertise will be crucial in navigating complex accounts, driving adoption, and serving as the Subject Matter Expert (SME) on product functionalities and best practices
- You will also be responsible for measuring the value being delivered to each customer and developing strategies to drive those outcomes when expectations are not being met
- Drive Adoption and Performance:
- Analyze product performance data at the customer level to identify trends or potential issues. Leverage that data to drive the customer to optimize their integration as needed
- Train customers on ID.me best practices and what is required to achieve the best possible results
- Drive Expansion and Growth:
- Identify and pursue opportunities for account expansion by understanding customer needs and aligning them with relevant offerings
- Collaborate with the sales and marketing teams to drive growth within the community customer base
- Analyze and understand Key Performance Indicator metrics to drive improvements and desired results
- Develop a Trusted Advisor Relationship:
- Establish and nurture strong, multi-threaded relationships with key stakeholders within community customer organizations
- Understand the unique needs and challenges of each customer to provide tailored solutions and support
- Manage Renewals:
- Proactively engage with customers to ensure timely renewals and identify opportunities for upselling or cross-selling additional products or services
- Collaborate with the sales team to drive successful contract renewals
- Own the Relationship and Overall Success of the Customer:
- Act as the primary point of contact for your book of Communities customers, ensuring a seamless experience and addressing any concerns or issues promptly
- Collaborate with internal teams to ensure an effective feedback loop and deliver on customer expectations and commitments
- Provide regular updates to internal stakeholders on the status of all customer accounts, including opportunities for growth and potential risks
- Collaborate with cross-functional teams to address challenges and capitalize on opportunities
- Manage Product Roadmap and Migrations:
- Stay informed about product developments and updates, ensuring customers are aware of and can take advantage of new features
- Coordinate and manage migrations to new product versions, minimizing disruption to customer operations
- Be the Subject Matter Expert (SME) on Product and adoption Best Practices:
- Develop a deep understanding of our products and services, serving as the go-to expert for customers on product functionality
Our take
ID.me is a digital identity verification platform that simplifies how individuals prove and share their identity online. From identity proofing, authentication, and group affiliation verification the company’s services are highly scalable, as organizations across all sectors benefit from the type of technology provided by ID.me.
While there are a number of identity verification platforms in the space, ID.me has secured a considerable market share. It's formed partnerships with 31 states, multiple federal agencies, and over 500 name-brand retailers, resulting in over 100 million users - and over 70,000 individuals joining every day.
The company has raised significant funding over the years. While the intended use for new capital has yet to be specified, ID has been focusing efforts on improved customer experiences, operational enhancements, and product updates in order to maintain its competitive edge.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 14 rounds)
Apr 2023
$132m
SERIES D
Mar 2021
$100m
SERIES C
Total funding: $287.4m
Company benefits
- Company-Sponsored Medical, Dental, and Vision Plans for You and Your Family
- Paid Parental Leave
- Generous Paid Time Off
- 401K With Employer Matching
- Company-Sponsored Life Insurance
- Employee Equity Incentive Plan
- Remote Opportunities
- Multiple Lounge Areas and Game Room
- Numerous Mental Health Resources
Company values
- Make something better every day
- Inspire people with your passion
- Treat each customer like your favorite family member
- Own your mistakes so you can learn from them
- Details are everything
- Communicate like a scientist
- Don't be a jerk
- Always compete
- Be truthful (even when it's hard)
- Ask questions like a five-year-old
Company HQ
Tysons, VA
Articles
Leadership
Blake Hall
(CEO)Current Advisor at several companies, including AgentHero and Boomtown!. Former Army Officer in the U.S. Army.
Tanel Suurhans
(CTO)They have also served as the company's EVP of Technology in conjunction with being CTO. Former Software Engineer at PerfectLine and AS Delfi.
Salary benchmarks
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