[Hiring] Customer Success Manager @SheerID

Role Description

• 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 providing feedback to cross-functional teams on opportunities to improve SheerID’s products, services, and customer experience.
• Renewals Management: Own and manage the subscription renewal process, including leading renewal conversations, negotiating terms, and securing timely renewals. Maintain accurate renewal forecasting and partner with the aligned Account Executive where expansion opportunities are identified.
• Expansion Opportunities: Identify opportunities for account growth and cross-organizational expansion, partnering with the Account Executive to support successful deal outcomes.
• Customer Success Innovation: Contribute to improving Customer Success programs by developing new resources, playbooks, and engagement strategies that benefit customers and the broader organization.

Qualifications

• 3–5 years of experience in a customer-facing B2B role such as Customer Success, Account Management, or Client Services.
• Bachelor’s degree or equivalent work experience.
• Experience managing complex customer relationships and supporting multiple stakeholders across an organization.
• Ability to analyze customer data, identify trends, and provide strategic recommendations to improve program performance.
• Experience working in a fast-paced B2B SaaS technology environment, supporting marketing or customer engagement platforms.
• Ability to communicate effectively with stakeholders at all levels, from day-to-day users to executive decision-makers.
• Strong time management, organization, project management, and communication skills.
• Experience documenting customer interactions and account activity in CRM systems. Experience with tools such as Salesforce, Asana, Jira, Slack, New Relic, or similar SaaS platforms is a plus.
• Ability to travel 25–30% for customer meetings.
• Experience in Marketing, Marketing Technology (MarTech) or digital marketing platforms is a plus.

Company Description

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 is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Please be aware that any communication related to this job posting will only come from email addresses ending in @sheerid.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.

To ensure your safety, please note that we will never:

• Provide screening questions via email.
• Extend a job offer without a formal interview process.
• Request any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms.

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution.