[Remote] Customer Success Manager, Enterprise

Note: The job is a remote job and is open to candidates in USA. Prove is a company focused on modernizing consumer engagement through phone-centric identity solutions. They are seeking a Customer Success Manager to oversee customer retention, act as an advocate for clients, and enhance the overall customer experience while ensuring alignment with business objectives.ResponsibilitiesEstablish reputation as trusted partner via regular business reviews presenting the status of the Prove relationship, reviewing active and future project(s) and demonstrating the value Prove delivers to the clients business objectivesQuickly become a subject matter expert of clients business objectives and use cases while striking a healthy balance between customer satisfaction and delivering business valuePrimarily responsible to achieve our corporate objectives measured by a client Net Promoter Score (NPS)Forecasting & Accuracy: Responsible for forecasting live revenue and having a deep understanding of your clients business and any seasonality that comes with itRenewals: Monitor account renewals and work proactively to secure renewals on time. Work closely with account managers to strategize on price increases, added AGV, and up-selling additional products/services at time of renewalQBRs: Organizes and hosts onsite QBRs with client executive team to align to customer goals and derive long term partnership plansPass rate optimization & recommendations : Present areas of optimization to clients via partnership with AM’s (new opportunities) or SCs (pass rate improvements) to drive client success and value of Prove solutionTicket monitoring and escalation coordination: Responsible for creation and monitoring client’s internal ticketing needs (support ticket, SC ticket, product ticket, Data Science Tickets, Fraud ticketsProduct Expertise: Develop a deep understanding of our products and services. Stay updated on the latest features and updates, and effectively communicate their value to clientsTravel requirement roughly 20%Skills3 to 5 years in a customer facing role such as account management or salesExcellent project management and long-term account planning skillsStrong written and verbal communication, documentation, presentation, interpersonal, and customer service skillsPossess experience within a highly regulated market (i.e. Fintech, Insurance, Retail)Knowledge of digital identity and Authentication strongly preferredPrefer selling strategies and negotiations skillsAptitude and passion for technology, KPIs, data, business casesExcellent ambition and desire to grow and expand your careerTrack record of building and maintaining successful client relationshipsExperience in cybersecurity, fintech, or fast-growing startup is requiredPromote, maintain and enhance our cultural values of humility, passion, inclusion, and leadershipStrong passion for learning about our products and markets through in-house and external trainingExperience in high-growth /pre-IPO Technology companiesExperience with technical data platforms such as Splunk, Looker etc and investigating API transactionsBenefitsCompetitive salaries & Bonus Plan (for eligible roles) and Equity PlanModern Health for financial, mental, and physical wellness401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices)Unlimited Vacation and Flexible hoursComprehensive medical benefits for you and your family ❤️Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)Bottomless snacks & beverages for certain office locationsDaily GrubHub stipend for lunch if coming into the office (US Offices)A great place to work and connect with other talented Provers like yourself!Company OverviewProve is a phone-based identity verification company that provides identity tokenization and passive cryptographic authentication solutions. It was founded in 2008, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.prove.com.