Sr. Customer Success Manager

Sr. Customer Success Manager

Certif

ID, a recognized startup in Austin and a leader in wire‑fraud prevention, is seeking a Senior Customer Success Manager (CSM). In this role you will own a blended portfolio of enterprise and mid‑market customers, guiding them through the post‑sale lifecycle and ensuring their continued adoption of our fraud‑mitigation platform.

• Own and manage a large portfolio of customers across a range of sizes and complexities.
• Lead onboarding, business reviews, and cadence meetings to assess performance, align with customer priorities, drive adoption, and identify new opportunities.
• Leverage live touchpoints and data to identify risks, proactively mitigate them, and escalae quickly to internal teams.
• Provide thought leadership on customer challenges and recommend process improvements or workarounds.
• Identify expansion and upsell opportunities and partner with the Account Management team to execute revenue growth and renewal strategies.
• Serve as a subject‑matter expert on Certif
  
  ID products, offering strategic guidance and support.
• Meet or exceed retention goals and KPIs set in our OKR process through structured problem‑solving and guidance.
• Occasionally lead cross‑functional initiatives that enhance customer experience, inform roadmap priorities, and improve internal collaboration.

• 7+ years of customer success experience.
• Proficiency with CSPs, CRMs, Gainsight, Salesforce, or similar tools.
• Strong relationship‑building skills; ability to establish trust with multiple stakeholders, including executives and C‑suite.
• Basic project‑management skills and the ability to manage multiple projects simultaneously.
• Organizational excellence; effective time and resource management with proper expectation setting.
• Exceptional communication and presentation skills, both verbal and written.
• Ability to leverage AI to accelerate and improve organizational and project‑management processes.
• Experience using customer data/analytics to track health, progress, and to generate reporting.
• Willingness to travel up to 25% for customer meetings, industry events, and internal gatherings; frequent video calls across all U.S. time zones.
• Familiarity with the title industry is a plus but not required.

• Flexible vacation and 12 company‑paid holidays.
• 10 paid sick days.
• No work on your birthday.
• Health, dental, and vision insurance (including a $0 option).
• 401(k) with employer match and no waiting period.
• Equity.
• Life insurance.
• Generous parental paid leave.
• Wellness reimbursement of $300/year.
• Remote‑worker reimbursement of $300/year.
• Professional development reimbursement.
• Competitive pay.
• An award‑winning culture.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

We value potential as much as experience. If you are eager to learn, adapt, and solve challenges, we encourage you to apply even if you don’t meet every box on the list. Travel up to 25% is expected, but we support remote work.