Customer Success Manager

About this role

\*\*Specifically looking for candidates based is PST or MST

SheerID is looking for a dynamic Customer Success Manager (CSM) to join our growing team in our mission to enable brands to reach their target audiences. In this role, you will manage a portfolio of Enterprise and mid-market brands, driving utilization and outcomes that lead to renewals, expansion, and customer advocacy.

You will function as a key member of the customer account team, bridging the gap between your customers and SheerID’s internal Customer Delivery, Support, Product, Marketing, and Engineering teams. As a trusted advisor, you will work closely with customer stakeholders to deliver proactive support, challenge the status quo, and help your contacts develop programs that drive measurable business impact and return on investment.

You will also be mindful of your customers’ consumer experience, providing best practices around offers, promotions, and program implementation to ensure the best possible customer experience.

Role Specific Job Duties:

- Customer Program Implementation:
Partner with the Client Delivery team to guide the implementation of customer programs, ensuring best practices are followed and customers achieve time-to-value quickly.
- Customer Health & Risk Management:
Monitor account activity and identify trends that may signal churn risk. Proactively develop action plans with customers and internal teams to improve engagement and program performance.
- Strategic Account Engagement:
Maintain consistent touchpoints with customers through regular check-ins, business reviews, and strategic conversations. Engage additional SheerID resources such as Product, Sales, or Executive leadership when appropriate.
- Relationship Management:
Develop and maintain trusted advisor relationships with key stakeholders and program owners within your portfolio of approximately 20-30 accounts.
- Voice of the Customer:
Advocate for your customers internally by p...