Vouched

Strategic Customer Success Manager

United States

$120,000 – $120,000Compensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Identity Verification, SaaS, Customer Success, FintechIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full-time
  • Salary: $120,000

At Vouched, we are building a powerful identity verification platform to provide worldwide access to life’s most critical services, including healthcare, benefits, and financial services. Vouched makes identity verification easy with a combination of a patent-pending AI cloud solution, at the edge ML, and APIs.

What we do:

  • Verify thousands of people every day across multiple countries and industries providing access to critical services.
  • Serve fast-growing startups, unicorns, and large enterprises, with a focus on providing fast, easy integration for developers.
  • Run on a modern cloud infrastructure powered by automated integration and unit testing, provisioning, deployments, monitoring, and notifications.
  • Drive to own the market and deliver a world-changing client and end-user experience.

Overview of the Role

The Strategic Customer Success Manager will play a crucial role in fostering deep customer relationships, driving sales growth within existing accounts, and overseeing technical onboarding processes. Ideal for a self-starter with a strong background in B2B SaaS environments, the position suits someone who thrives in startup settings and can be adept at navigating the intricacies of identity verification technologies.

Responsibilities

Revenue Growth and Customer Retention:

  • Contract Conversion Initiatives: Spearhead projects to convert PAYGO customers to committed contracts, significantly impacting revenue growth and customer commitment levels.
  • Ongoing Revenue Expansion: Aggressively identify, develop, and close upselling and cross-selling opportunities. Meet and exceed quarterly revenue targets through strategic account planning and effective sales tactics.
  • Customer Retention Strategies: Implement proactive measures to enhance customer satisfaction and service delivery, effectively reducing churn and securing contract renewals.

Strategic Account Management:

  • Account Strategy and Relationship Management: Develop and execute comprehensive account plans that align with client goals, foster long-term commitments, and maximize customer engagement and satisfaction.
  • Cross-Functional Collaboration: Work closely with product, engineering, marketing, and sales teams to enhance customer success processes and integrate customer feedback into actionable insights for product development.

Technical and Project Management:

  • Technical Onboarding and Support: Oversee the technical onboarding process, ensuring successful product integration and ongoing support. Collaborate with technical teams to address any product-specific customer needs.
  • Project Management Excellence: Utilize robust project management skills to oversee integration projects, ensuring they are completed on time, within scope, and budget.

Team Collaboration and Feedback Integration:

  • Cross-Functional Teamwork: Work closely with product, engineering, marketing, and sales teams to streamline customer success processes and enhance product offerings based on direct customer feedback.
  • Feedback Loops: Serve as a pivotal link between customers and internal teams, translating customer insights into actionable product enhancements and service improvements.

Requirements

  • At least 5 years in customer success or account management within a B2B SaaS environment, preferably with startup experience.
  • Education: Bachelor’s degree in Business Administration, Marketing, Computer Science, or a related field.
  • Sales and Technical Proficiency: Strong capability in sales strategies and technical proficiency with SaaS platforms. Must have the ability to understand complex customer challenges and craft solutions that meet their business needs.
  • Communication and Interpersonal Skills: Exceptional communication and interpersonal skills are essential for building and maintaining profitable customer relationships.
  • Organizational Skills: Highly organized and capable of managing multiple priorities effectively, adapting quickly to meet the evolving needs of the business.

Skills

Customer Relationship Management
B2B SaaS
Account Management
Upselling
Cross-selling
Customer Retention
Technical Onboarding
Identity Verification Technologies
Strategic Planning
Sales Strategy

Vouched

Digital identity verification using AI technology

About Vouched

Vouched.id specializes in digital identity verification solutions that utilize artificial intelligence and computer vision to enhance the online identity verification process. Their services are essential for businesses in sectors like automotive, eCommerce, and finance, where quick and accurate customer authentication is crucial. Vouched.id helps clients reduce fraud, improve customer experience, and comply with regulations by providing a streamlined verification process. The company operates on a subscription and usage-based pricing model, charging clients based on the number of successful verifications, which aligns their revenue with the value delivered. Vouched.id prioritizes security and privacy, employing advanced encryption protocols to protect sensitive data, which has built trust among industry leaders. The goal of Vouched.id is to transform how businesses verify identities online, ensuring a secure and efficient process for various industries.

Seattle, WashingtonHeadquarters
2018Year Founded
$15.2MTotal Funding
EARLY_VCCompany Stage
Fintech, Cybersecurity, Financial ServicesIndustries
11-50Employees

Benefits

Remote work
Stock options
Flexible PTO
Comprehensive Insurance
401(k)

Risks

Increased competition from established players like Onfido and Jumio.
Potential regulatory challenges from the upcoming EU AI Act.
Rapid advancement of deepfake technology threatens AI-based identity verification reliability.

Differentiation

Vouched uses patent-pending AI to verify identities quickly and accurately.
The company supports hundreds of ID types, including U.S., Canada, and Great Britain IDs.
Vouched's subscription model aligns revenue with client value, enhancing customer satisfaction.

Upsides

Vouched won 'Startup of the Year' in Seattle, boosting its reputation.
The appointment of Peter Horadan as CEO brings valuable SaaS innovation experience.
Vouched's services support humanitarian efforts, enhancing brand reputation and market opportunities.

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