Customer Success Manager - SLED Northeast

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.

ID.me seeking a highly motivated and detail-oriented Customer Onboarding Manager to join our dynamic team. As a Customer Onboarding Manager, you will play a critical role in leading customers through their journey from the initial sale, through implementation, and to the attainment of "first value" with our products. This position requires strong project management skills and the ability to orchestrate multiple resources and team members to ensure an optimal implementation and adoption experience for our customers. Success in this role is not only about guiding customers through the process but also owning and ensuring the success of their onboarding journey. You will be responsible for ensuring that the customer has a strong foundation for long term success, and is achieving the value promised during the sales process.

Responsibilities:

•  End-to-End Onboarding Project Management:
• Lead customers through the entire onboarding process, from sale through the attainment of "first value" within target timelines.
• Take ownership of the overall success of customer onboarding, ensuring a positive and impactful experience.
• Develop and execute project plans, ensuring milestones are met and key deliverables are achieved.
• Routinely reporting on the status and risks for 10-15 simultaneous projects to internal and external stakeholders.
• After a successful onboarding journey, you will be responsible for a smooth transition to the Customer’s long-term Customer Success Manager
• Strategic Customer Guidance:
• Lead detailed product training sessions to educate customers on features, user experience, and best practices.
• Provide consultative guidance to customers on how to maximize the value of our products/services.
• Work closely with customers to understand their unique goals and tailor onboarding strategies accordingly. You will share best practices and common pitfalls to lead the customer to successful outcomes.
• Resource Coordination:
• Orchestrate multiple internal resources and team members to support the onboarding journey effectively. As an onboarding manager, you’ll be responsible for bringing in the appropriate resources and tools at the right time to ensure success.
• s, and customer success teams to ensure a cohesive and streamlined onboarding experience.
• Generate customer facing content focused on adoption, usability, and best practices
•  Proactive Issue Resolution:
• Identify and mitigate risks to the the project’s success
• Quickly and effectively resolve issues, working collaboratively with internal teams to implement solutions.
• Leverage usage data post-launch to validate the health of the implementation and take action as needed

• Qualifications:
• 5+ years of experience in Project Management, Customer Success, or a related field
• Strong communication skills and high EQ makes you patient, tactful, resilient, and equally effective in building consensus and de-escalat