Customer Success Manager
At IDfy, Customer Success is not a support function—it’s a growth engine.
As a Customer Success Manager, you’ll operate as a trusted advisor, helping clients unlock measurable value from IDfy while identifying opportunities to expand and deepen partnerships. This role is for someone who is proactive, polished, commercially sharp, and thrives in environments that reward ownership over escalation.
The Outcomes You Will Drive
- Long-term, value-led relationships with customers
- Consistent renewal, upsell, and cross-sell outcomes aligned to assigned targets
- High-quality Quarterly Business Reviews (QBRs) that demonstrate ROI and strategic impact
- Data-driven decision-making for clients by tracking performance,consumption, assessing proximity to their goals, and enabling them to achieve those goals.
We Are the Perfect Match If You…
- 2-3 years of experience in Customer Success/Account Management roles
- Have clear, confident, and polished communication—written and verbal
- Have a strong analytical mindset with comfort in data-driven conversations
- Have ability to structure and drive projects by setting milestones, tracking progress, coordinating stakeholders, and ensuring clients achieve their defined goals.
- Are experienced running executive-level business reviews and outcome discussions
- Have a commercial acumen with proven upsell / cross-sell exposure
- Have experience in SaaS, fintech, or B2B technology platforms
- Are able to manage multiple accounts, priorities, and stakeholders simultaneously
- Are calm, composed, and solution-oriented in complex stakeholder environments
- Are able to move things forward through credibility, clarity, and collaboration
Here’s What Your Day Will Look Like…
- Deeply understand client businesses, success metrics, and evolving priorities
- Lead QBRs with data-backed insights, performance trends, and growth recommendations
- Identify and execute upsell and cross-sell opportunities through consultative value positioning
- Influence outcomes by collaborating effectively with Product, Tech, Sales, and Operations—without formal authority
- Proactively anticipate risks and resolve issues before they become escalations
- Represent the customer’s perspective internally while balancing business priorities
Work Location: In person
