Title: Manager, Customer Success Partnerships

Department: Partnerships

Reports To: SVP, Partnerships

FLSA Status: Exempt

Location: Remote

Job Summary:

The partner ecosystem is a significant and fast-growing part of Prove’s success and growth strategy. We are looking for an exceptional Manager, Customer Success to join our growing team. 

The Manager, Customer Success will drive strategy, execution, and results for our Partner customer success team. The role is responsible for client onboarding, maintenance, satisfaction, forecasting, and advocacy.  The Manager will be the primary liaison to existing client relationship management and support revenue generation. 

Key Responsibilities:

The Manager, Customer Success Partnerships will be a relationship management expert who will oversee client satisfaction by communicating with internal teams including, sales, technical and product management. The Manager, Customer Success Partnerships will manage another CSM while also driving the overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and increasing satisfaction. 

• Development of customer retention, renewal, and growth strategies 
• Scaling Customer Success with a focus on community building, technical end-user education, and data-driven automation
• Proven track record of owning and improving Customer Success KPIs including GRR, NRR, CSAT, and NPS
• Maintain and expand executive-level relationships delivering ongoing customer value
• Lead efforts for team revenue forecasting
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. 
• Work to identify and/or develop strategies for upsell opportunities. 
• Manage support escalations and help drive resolution in partnership with cross functional needs 
• Advocate customer needs/issues cross-departmentally. 
• Drive new customer onboarding with partnership of implementation team
• Support negotiation of renewal contracts 
• Identify feature enhancements to our product through customer interaction 
• Support training for your team and existing customers on new Prove capabilities  
• Review and report on customer usage and support trends 
• Actively communicate with product and other teams to align on product updates and capabilities to provide an accurate and high-level lens to prospects and targets
  
  

What We Require

Knowledge, Skills & Abilities

• Familiarity working with enterprise clients 
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention preferably in an SaaS environment. 
• History of managing other people.
• Excellent written and verbal communication skills 
• Detail oriented and analytical 
• Strong team player, a self-starter, and a manager/mentor 
• Bachelor’s degree in business, communications or similar a plus
• Experienced in supporting matrixed, professional organizations.
• Excellent follow-up skills to document communications and outreach. 
• Ability to create training materials, webinars, documents for client onboarding.
• Ability to efficiently onboard new hires to the team and provide training/mentorship to get them up to speed quickly
• Implement new process/improve current processes to streamline work
• Planning: an ability to think ahead and plan over onboarding that may last months. 
• Management: ability to organize multiple and at times, competing priorities
• Communication: excellent interpersonal and communication skills with a demonstrated ability in efficiently working with other teams within the company
• Business acumen focused on technology and innovation and process driven operations
• Possess a passion for customers, willingness to get their hands dirty, an understanding of what their key leaders, teams and individual CSMs do every day

Education & Experience

• 5+ years experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention 
• 5+ years of relevant experience in SaaS software, identity and fraud experience, a plus
• 5+ years’ of experience managing teams, providing adequate mentorship and critical feedback when necessaryManage a team of customer success representatives 
• 2+ years working in authentication, fraud, or identity management
• Familiarity working with enterprise clients 
• Excellent written and verbal communication skills 
• Detail oriented and analytical 
• Strong team player, a self-starter, and a manager/mentor 
• Proficient in Google suite
• Familiarity with Salesforce, Adaptive Insights a plus
• Prior experience generating revenue at the management level, a plus 
• Bachelor’s degree in business, communications or similar, a plus

This position description should not be considered the final description of the position. The position description is not intended to be an all-inclusive list of duties and standards of the positions. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The anticipated salary range for this role is $140,000 - $150,000 plus variable commission, based on applicant's location and experience. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.