Customer Success Manager - Commercial ID - Hospitality -NV

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

About the job: 

ID.me is looking for an experienced technical Customer Success Manager with a passion for technology and the desire to dive head-first into new challenges. The ideal candidate will thrive with high ambiguity, collaborate cross-functionally, yet operate autonomously while maintaining an end-user-centric approach. In this role, you become a consultative partner for our customers by leveraging your technical and relationship management skills. Additionally, this candidate should have strong business acumen and the ability to influence key stakeholders. This role requires curiosity and a desire to acquire deep knowledge and expertise of our products and the identity space and leverage that knowledge to develop strategies and deliver value to each customer.

TO BE CONSIDERED FOR THIS ROLE THE CANDIDATE MUST LIVE IN NEVADA.

What you will do:

• Work as a strategic advisor to your customers, influencing their technology strategy by positioning product features and ID.me best practices to accelerate adoption and growth.
• Act as a link between our customers and product by collecting feedback and identifying optimal implementation roadblocks.
• Foster deep relationships with customers, ensuring their and end users' satisfaction along the post-sales journey.
• Analyze product performance data to identify usage trends or potential issues, de-escalating and resolving critical customer issues when necessary.
• Lead in-person executive business reviews for strategic customers in your portfolio, interfacing with C-suite executives and business and technical leaders to align to business objectives through a mutually agreed upon success plan.
• Build and execute success plans to mitigate risk and drive growth across the portfolio.
• Work with a balanced account team mindset, coordinating customer-related plays and motions with Sales and Solutions consulting.
• Work on strategic internal projects to help build the Customer Success program.
• Work proactively to ensure renewals are a non-event, forecasting expected churn and growth to leadership.
• Act as an owner and make things better every day.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Services, preferably in a SaaS cybersecurity or hospitality sector.
• Detail, process, and systems orientation—the ability to synthesize, organize, and prioritize—are critical to this role.
• A mind for technology—we will teach you about ID.me, but our customers and products are inherently technical, and you should have an aptitude for learning.
• Proven track record of success managing customers with Digital Wallet, IAM, or Identity Orchestration platforms
• Experience managing hospitality tech customers. 
• Strong analytical skills, leveraging a data-driven approach to influence.
• Strong communication skills with the ability to build consensus and de-escalate conflict.
• A team player mindset and a passion for collaboration.
• Travel expectations up to 25%

The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. 

ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term