Growth Customer Success Manager, ID.me
Financial Services
Travel expectations up to 25%
Digital identity verification platform
Be an early applicant
Digital identity verification platform
501-1000 employees
Be an early applicant
Travel expectations up to 25%
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
- We seek a highly motivated and detail-oriented Customer Success Manager to join our dynamic team
- This position requires strong account management skills and the ability to orchestrate multiple resources and team members to ensure our customers achieve the value promised during the sales process
- Location: Boston, MA / NYC, NY / New Jersey (candidate must be located in or actively relocating to one of these locations to be considered
- 4+ years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or similar roles with high-growth software companies
- Year-over-year quota attainment coupled with a demonstrated ability to track and measure impact
- Demonstrated success in fast-based and demanding environments – you relish adversity, overcoming obstacles and solving challenging problems
- Strong communication skills and high EQ makes you patient, tact, resilient, and equally effective in building consensus and de-escalating conflict
- Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
- Strong quantitative and analytical skills with the capacity to independently build convincing, data-driven proposals
- Proactive, confident and energetic attitude with the desire to be a key player on a high-performing, fun-loving team
- Entrepreneurial spirit with a healthy dose of humility
What the job involves
- As a Customer Success Manager, you will be critical in leading customers throughout their journey with ID.me
- Success in this role is not only about building and maintaining strong relationships but also ensuring we’re making our customer partnerships better every day by identifying potential integration and messaging improvements, expansion opportunities, and the various ways we can help them achieve their strategic goals
- Own the relationship and ultimate success of a portfolio of ID.me’s top commercial customers, including initial onboarding, strategy development, product optimization, and retention
- Develop a trusted advisor relationship with clients, understanding their business strategy and KPIs
- Deliver next-level results and service while continuously considering creative solutions to improve products and increase adoption
- Serve as your clients’ advocate internally by liaising with senior leaders across ID.me, including sales, marketing, product, engineering, and support
- Maximize value for your clients by influencing decision-makers to implement ID.me according to best practices and by leveraging our entire suite of services
- Transform clients into champions by maintaining high levels of engagement and communication, conducting routine performance reporting, strategic planning, and business reviews
- Drive customer advocacy through net promoter score (NPS), case studies, testimonials, and referrals
- Contribute to the evolution of processes and products through organized and data-driven communication
- Effectively identify, respond and resolve integration issues and renewal risk independently and through collaboration with ID.me teammates
- Lead detailed product training sessions to educate customers on features, user experience, and best practices
- Provide consultative guidance to customers on how to maximize the value of our products/services
- Share best practices and common pitfalls to lead the customer to successful outcomes
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
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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