Manager, Customer Success Partnerships

Overview

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments.

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Prove is driving the future of digital identity. We are looking for Provers who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.

Prove has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team!

Title: Manager, Customer Success Partnerships

Department: Partnerships

Reports To: SVP, Partnerships

FLSA Status: Exempt

Location: Remote

The partner ecosystem is a significant and fast-growing part of Prove’s success and growth strategy. We are looking for an exceptional Manager, Customer Success to join our growing team. The Manager, Customer Success will drive strategy, execution, and results for our Partner customer success team. The role is responsible for client onboarding, maintenance, satisfaction, forecasting, and advocacy. The Manager will be the primary liaison to existing client relationship management and support revenue generation.

• The Manager, Customer Success Partnerships will be a relationship management expert who will oversee client satisfaction by communicating with internal teams including, sales, technical and product management.
• The Manager, Customer Success Partnerships will manage another CSM while also driving the overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and increasing satisfaction.
• Development of customer retention, renewal, and growth strategies
• Scaling Customer Success with a focus on community building, technical end-user education, and data-driven automation
• Proven track record of owning and improving Customer Success KPIs including GRR, NRR, CSAT, and NPS
• Maintain and expand executive-level relationships delivering ongoing customer value
• Lead efforts for team revenue forecasting
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Work to identify and/or develop strategies for upsell opportunities
• Manage support escalations and help drive resolution in partnership with cross functional needs
• Advocate customer needs/issues cross-departmentally
• Drive new customer onboarding with partnership of implementation team
• Support negotiation of renewal contracts
• Identify feature enhancements to our product through customer interaction
• Support training for your team and existing customers on new Prove capabilities
• Review and report on customer usage and support trends
• Actively communicate with product and other teams to align on product updates and capabilities to provide an accurate and high-level lens to prospects and targets

• Knowledge, Skills & Abilities
• Familiarity working with enterprise clients
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention preferably in an SaaS environment.
• History of managing other people
• Excellent written and verbal communication skills
• Detail oriented and analytical
• Strong team player, a self-starter, and a manager/mentor

• 5+ years experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
• 5+ years of relevant experience in SaaS software, identity and fraud…