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Principal Customer Success Manager



Customer Service, Sales & Business Development
United States
Posted on Friday, June 28, 2024

SheerID is looking for a dynamic Principal Customer Success Manager to join our growing team in our mission to enable brands to reach their target audience. In this role you will manage a growing book of premier brands, driving utilization and outcomes leading to renewals, expansion, and customer advocacy. You function as a key member of the customer account team, bridging the gap between your customers and our internal teams such as: Professional Services, Support, Product, Marketing, Engineering, and Executive Stakeholders. As the trusted advisor, you will proactively work with your customer contacts at all levels to deliver first class proactive business strategy and partnership, challenging the status quo and helping your contacts deliver programs that provide impressive returns on investment to their business. Additionally, you will be mindful of your customers’ consumer experience, providing best practices in offer, promotions, and program build to ensure the best experience possible.

Role Specific Job Duties:

  • Collaborate throughout the implementation of complex customer programs with the Professional Services team ensuring best practices are utilized in building customer programs and customers receive quickest time to value.
  • Monitor activity and identify trends in customer base to assess potential churn risk and proactively provide guidance/action plans to customers to increase value of their program and internal team members needed to mitigate risk/improve growth.
  • Maintain consistent strategic touchpoints with customers according to high touch lifecycle, engaging additional SheerID resources such as Product, Sales, Executives, etc where appropriate.
  • Develop and maintain trusted advisor relationships with stakeholders and program owners in your account portfolio of approximately 10-15 customers.
  • Balance the voice of the customer, while upholding SheerID’s best practices and innovation opportunities by providing detailed feedback to cross-functional teams which result in better the customers’ outcomes with our services.
  • Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high gross retention numbers.
  • Identify account expansion and cross-organizational opportunities for growth and work with your Account Executive counterpart to ensure a successful close.
  • Assist in the development of new content, implement new programs, and innovate new methods based upon identified needs to contribute to the Customer and SheerID’s success.
  • Impart strategic leadership and direction on all aspects of SheerID products and services.

Required Skills / Experience:

  • 15+ years of experience in customer facing, B2B or B2B2C role with programmatic consulting based Customer Success, Account Management or other client facing roles
  • Experience working in Digital Marketing or AdTech a plus
  • ARR portfolio experience of $5MM+
  • 4 year degree or equivalent work experience
  • Proven track record in managing complex, multi-divisional Enterprise customer relationships and delivering results
  • Must be able to work within US East time zone between the hours of 8am - 5pm
  • Data-driven and strategic thinker who is able to to consult with customers to drive success of their program
  • Experience working in a fast paced, high-growth B2B2C
  • SaaS technology environment, supporting Enterprise software
  • Ability to communicate at all levels from users to budget holders and executives
  • Exceptional time and task management, project management, teamwork, meeting facilitation, and communication skills
  • Diligence and organization in follow-up processes - document all calls/customer interactions in CRM
  • Experience with Salesforce, Jira, Slack, Looker, and other similar SaaS services a plus
  • Entrepreneurial spirit, thriving on working in a fast-paced, ever changing environment
  • Must be able to travel 25%-30% of the time for customer onsite meetings (post Covid)

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion are critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.