About Prove 

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. For the latest updates from Prove, follow us on LinkedIn.

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! 

Position Summary 

The Customer Success Team Lead is responsible for driving customer adoption and success. They must be a leadership and relationship management expert who is able to maintain a deep knowledge of the client’s business objectives, industry and how Prove delivers value. This role will not only be the primary point of contact for clients but will also coach a team of Customer Success Managers and Consultants to meet overall corporate objectives. This role will focus on providing day-to-day management of Customer Success team members, improving the overall structure of the Customer Success program, delivering the highest client satisfaction to our top tier accounts, as well as protecting and growing revenue.

The Customer Success Team Lead will work with internal teams to balance, meet and exceed customer expectations and perceptions. This includes understanding various post-sale adoption methods and devising ways to measure and improve to ensure the customer onboarding and handoff experience is world-class. This role will also provide ongoing assistance to leadership in order to improve the overall structure of the Customer Success organization. 

This role will be the primary owner of communication with their assigned clients via regular engagement to ensure we deliver upon the expected business value. The successful candidate will understand any customer concerns and facilitate resolution using both client and Prove resources efficiently, including managing the escalation of support inquiries as needed.

What You Are Accountable For

As a member of the Customer Success organization, the Customer Success Team Lead will:

• Develop cross team efficiency and process improvements to support overall success of organization 
• Lead a team of Customer Success Managers and Consultants and participate in onboarding and training of new team members 
• Manage clients based on the following Customer Success Manager guidelines: 
• Establish reputation as trusted partner 
• Capture, track, manage and report on customer “Pass Rate” as customer-facing success KPI
• Own Customer Revenue forecasting and reporting 
• Identify and create opportunities for boosting revenue as a result of customer satisfaction
• Achieve revenue goals through live client volume management and client contract renewals 
• Conduct quarterly business reviews, presenting the status of the Prove relationship, active project(s) and the value achieved
• Identify client business requirements, define use cases, and understand data sources to match compelling customer pain points with product capabilities
• Act as the client’s internal advocate at Prove
• Support the Implementation Manager during the customer onboarding process
• Partner with internal project teams to define current and projected work flows that translate business requirements to specifications
• Effectively manage assigned projects which may include data vendor partnerships, compliance/regulatory administration, internal project documentation, documenting client technical specifications for engineers and ongoing maintenance
• Identify, pursue and deliver account expansion within live use cases
• Train clients in the use of our solutions
• Exceptional communication with mid to executive level internal and external customers
• Promote, maintain and enhance our cultural values of humility, passion, inclusion and leadership;
• Assist in achieving our corporate objectives on brand NPS, customer pass-rates