Sr. Customer Success Manager

Sr. Customer Success Manager – Senior CSM at Certif

ID.

Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report, total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the real estate sector remains a lucrative target for cybercriminals. At Certif

ID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.

We’re recognized as one of the Best Startups to Work for in Austin, on the Inc. 5000 list, and have won Best Culture by Purpose Jobs two years in a row. Guided by core values and the vision of a world without wire fraud, we offer a dynamic work environment where you can make meaningful impact and contribute to a team dedicated to enhancing security and fighting fraud.

Certif

ID is seeking an accomplished Senior Customer Success Manager (CSM). As CSM, you will manage a blended portfolio of enterprise and mid‑market customers, supporting them through the complete post‑sale lifecycle.

• Own and manage a large portfolio of customers who range in size and complexity.
• Coordinate and lead all onboarding, business reviews, and establish cadence meetings across base to evaluate and review performance, align with customer priorities, drive adoption, and locate new opportunities to promote usage and adoption.
• Leverage customer live touchpoints and data to identify risks, manage and mitigate that risk proactively, and escalating quickly and effectively to internal teams for support.
• Identify issues that impact customers and/or challenges in the business and provide thought leadership in finding a customer solution, recommendations to streamline existing processes and/or identify strong workarounds.
• Identify expansion and upsell opportunities and partner with Account Management team to execute successful revenue growth and seamless renewals.
• Serve as a subject matter expert on Certif
  
  ID's products, providing strategic guidance and customer support.
• Meet or exceed retention goals and KPIs as established in our OKR process across your assigned portfolio by applying structured problem‑solving and strategic guidance.
• Engage in and occasionally lead cross‑functional work that enhances customer experience, informs roadmap priorities, and improves internal collaboration.

• 7+ years of experience in customer success.
• Demonstrated proficiency and aptitude for leveraging CSPs and CRMs, Gainsight, Salesforce, etc.
• Ability to establish strong relationships and trust with multiple customer stakeholders and business units, multithreading and establishing champions and advocates, including executives and C‑Suite.
• Proficiency in basic project management skills and approaches as they relate to customer‑success work.
• Strong organizational skills with the ability to manage time and resources effectively across multiple projects simultaneously and set proper expectations.
• Exceptional communication and presentation skills, both verbal and written.
• Proficiency in leveraging AI appropriately to accelerate and improve organizational and project‑management processes.
• Ability to leverage customer data/analytics in support of tracking customer health, progress, and preparing customer‑facing usage reporting.
• Willingness to travel (up to 25%) for customer meetings, industry events, and team meetings, and be willing to be on frequent video calls with customers and internal teams across all US time zones.
• Familiarity with the title industry a plus, but not required.

• Flexible vacation.
• 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 matching 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.

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