Customer Success Manager - Commercial

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

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. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

As a Customer Success Manager, you will empower senior leaders at large companies to attain their growth goals by leveraging ID.me’s cutting edge identity verification software. You will be tasked with building, maintaining, and cultivating relationships with our most strategic customers. Accounts in your portfolio are federal clients, with contract value ranging anywhere between 100k to 20 million annually and the potential to grow exponentially through expanded use of ID.me. Your role involves a consultative, critical and analytical approach to digital identity as a marketing solution. By understanding your clients’ business and objectives, you’ll identify opportunities for growth, provide comprehensive reporting and help build executive consensus to implement and optimize new marketing strategies. 

The ideal candidate is highly competitive, self-motivated, patient and both a strong leader and teammate who wants to make a major impact on some of the top brands in the world while having a lot of fun doing it! 

If you love the fast-paced environment of a startup, working with smart people and opportunities for fast growth, then this is an incredibly unique opportunity to join an accomplished team as we scale.

Responsibilities

• Own the relationship and ultimate success of a portfolio of ID.me’s top federal customers, including initial onboarding, strategy development, product optimization, and retention   
• Develop a trusted advisor relationship with clients, understanding their business strategy and KPIs
• Deliver next-level results and service while continuously considering creative solutions to improve products and increase adoption
• Serve as your clients’ advocate internally by liaising with senior leaders across ID.me including sales, marketing, product, engineering, and support
• Maximize value for your clients by influencing decision-makers to implement ID.me according to best practices and by leveraging our entire suite of services
• Transform clients into champions by maintaining high levels of engagement and communication, conducting routine performance reporting, strategic planning, and business reviews
• Drive customer advocacy in the form of net promoter score (NPS), case studies, testimonials, and referrals 
• Contribute to the evolution our of process and product through organized and data-driven communication
• Effectively identify, respond and resolve integration issues and renewal risk both independently and through collaboration with ID.me teammates

Qualifications

• At least two years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or related area within p or related markets
• Demonstrated success in fast-based and demanding environments – you relish adversity, overcoming obstacles and solving challenging problems
• Strong communication skills and high EQ makes you patient, tact, resilient, and equally effective in building consensus and de-escalating conflict