Principal, Customer Success Manager

Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible. 

Telesign is hiring a Principal, Customer Success Manager to deliver on all account management activity for Telesign’s strategic clients. This includes managing the post-sale engagement and driving satisfaction, retention, and growth through building strong relationships with key stakeholders.  The Principal, Customer Success Manager functions as a consultant to the client through the post-sale process, creating value and guiding operational best practices in the telecommunications and digital identify landscape.

We're open to candidates from the following states: AZ, CA, CO, DC, FL, GA, IL, MD, MI, MN, NC, NJ, NM, NV, NY, OR, PA, TN, TX, UT, VA, WA, WI. 

Key Responsibilities:

• Drive and maintain high customer satisfaction through building strong relationships with key enterprise stakeholders and directing strategic initiatives
• Act as an escalation point for customer issues, project managing requests and unblocking troubleshooting tickets, etc.
• Lead strategic monthly and quarterly business reviews (light travel may be required)
• Collaborate with multiple teams - Sales, Product, Support, Data Partnerships, Messaging Operations - to create a seamless customer experience
• Monitor and analyze customer usage and success metrics, keeping track of health score and customer sentiment ensuring continued adoption and engagement
• Maintain a strategic account plan as the main owner of the account, growing yearly revenue and profit while identifying opportunities for account expansion, upsell, and cross-sell
• Advocate for the customer internally, building a feedback loop for product needs and improvements

Essential Requirements: 

• 5+ years of strategic enterprise client service and account management experience in a similar B2B environment. Telecommunications and digital identity backgrounds are preferred.
• Exceptional interpersonal and communication skills, customer-centric, self-motivated and results oriented, demonstrates analytical and strategic mindset, with ability to develop actionable insights based on prioritization
• Experience in Excel, Salesforce, Jira/Zendesk.  Kibana and SQL are a plus
• Bachelor’s Degree or equivalent customer success experience 

About the Role:

We consider many different factors to determine your compensation package at Telesign. We assess your specific job family, level, relevant skills, experience, location and other special trainings, experiences, or accomplishments you bring to the position. Pay decisions are also guided by our financial means as well as analyzed against what others earn internally. We strive to pay competitively and offer market differentiated benefits and perquisites in line with our compensation philosophy. Telesign’s good faith estimate for this position is $101,800 - $188,500. This range is a reflection of many similar like positions and your actual compensation may not be at the high or low end of the range but will be based on your unique skills and other criteria mentioned. Telesign is committed to offering each individual an elevated employee experience through growth and learning opportunities in addition to an inclusive work culture coupled with other perquisites such as flexible working environment, fitness reimbursements, Grubhub gift certificates, and a year-long MasterClass subscription, just to name a few. 

About Telesign: 

Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications. 

Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation. 

Telesign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.