Customer Success Manager

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ID.me's Customer Success team is similar to an enterprise software account management organization, but with much more skin in the game. ID.me's business model is performance based so customer success is inextricably tied to our own success. The Customer Success team supports Sales and Business Development while working closely with software sales engineers and subject matter experts (SMEs) who are well versed in digital commerce, omni-channel best practices, and implementing, using, and optimizing ID.me.
Reporting to the Vice President of Sales and Business Development, the CSM role is responsible for ensuring the complete post-sale success and satisfaction of a portfolio of ID.me's customers. The CSM will identify and leverage company-wide resources to address any customer satisfaction, growth or renewal risk or opportunity in their portfolio. The goal is to make every customer in the portfolio successful and committed to ID.me for life through a trusted advisor relationship.
This role will not have direct reports. CSMs will act semi-autonomously with the support of SMEs across ID.me to execute an effective account management engagement plan. The CSM portfolio will primarily consist of nationally recognized retailers.
Proprietor ownership and accountability for ensuring customer growth, customer satisfaction and contract renewals within the assigned customer portfolio.
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