Customer Success Manager (CSM)

Who We Are:
KarmaCheck is a dynamic technology startup headquartered in San Francisco and is founded by Eric Ly, a trailblazer in the internet industry and former Co-founder and CTO of LinkedIn. Our mission is clear: to revolutionize digital identity verification. We're disrupting the antiquated healthcare credentialing sector within the Background Check industry using our cutting-edge proprietary technology powered by automation, machine learning, and data. Our cost-effective solutions are helping shape the future of digital identity and contributing to the authenticity of the evolving digital landscape.

About the opportunity: 
This is a high-impact role where you'll have the opportunity to shape our customer experience and influence the trajectory of our product, business and company. This role will build, deepen, and grow business relationships to achieve customers for life by accomplishing three things: 
- Understanding the customer’s current and future business goals and challenges.- Empowering customers to connect their goals and challenges with solutions in our platform.- Communicating the value of these solutions to their team and executives.
Our end goal is to retain and grow business relationships measured by Net Retention, Usage, and ultimately Customer Lifetime Value (CLV). 
You'll be a great fit for the role if you enjoy working in a fast-paced environment where you wear many hats. You get equally excited growing your book of business as you do by helping your customers on their success journey. You apply a growth mindset to learning new technical and job skills. You bring strong organization, problem-solving, and communication skills along with a passion for working with customers.

About the role:

• Be the ROI-focused trusted advisor for a portfolio of mid-market customers to help them build successful background check & verification programs.
• Tackle customer challenges with curiosity, empathy, and strong problem solving skills
• Strategize to secure executive visibility of KarmaCheck’s business results leading to increased renewal rates.
• Lead customer meetings including onboardings, product trainings, quarterly business reviews and renewal discussions.
• Work cross-functionally with Sales, Technical Support, Operations, and Product to accomplish customer goals.
• Use data to spot patterns preemptively to improve the organizational usage and adoption of the KarmaCheck platform.
• Engage with KarmaCheck’s product team to translate customer feedback into product requirements.
• Earn the trust of your customers which helps generate customer references and referrals.
• Ruthlessly prioritize a portfolio of 50-80 customers to maximize the effectiveness of your time.
• What you’ll do:
• Own the ultimate success of our customers, ensuring they realize the full value of the KarmaCheck platform. 
• Develop and deliver a roadmap to success.  Drive product adoption and ongoing usage of KarmaCheck, while promoting customer satisfaction and advocacy.
• Manage the customer relationship, acting as trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics and Marketing. 
• Manage relationships with program owners to drive product usage and engagement.
• Understand your customer’s needs, thoughtfully helping business leaders to  identify opportunities to expand our footprint and depth of engagement.
• Partner internally with Solutions Architects and Success Engineers to optimize customer implementations and resolve technical challenges. 
• Partner with the Sales team to advance account renewals and expansion.
• Proactively identify account risks and develop mitigation plans (coordinating activities internally within KarmaCheck and external with customers) to resolve.  
• Analyze your portfolio, identify risks and opportunities and prioritize for impact.
• Become a Subject Matter Expert on the KarmaCheck’s platform and integrations, while keeping up with industry trends in data and analytics. 

You'll be a great fit if you...

• Prioritize customer experience with a focus on customer satisfaction and retention.
• Strive to understand clients’ business goals, anticipate future needs and identify solutions. 
• Believe profitable customer relationships are founded on respect, and that growth and expansion comes from nurturing relationships.
• Get excited about the ways data can be used to accelerate business goals. 
• Stay calm in the face of technical and/or customer challenges. You corral the right people to resolve, and infect others with your can-do spirit.
• Are a team player with a high level of integrity and a desire to assist your tribe - you can be flexible as this office scales.
• Have proven capacity to develop relationships and optim