Customer Success Manager

**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 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.

Required Skills / Experience:

• Experience
  3–5 years of experience in a customer-facing B2B role such as Customer Success, Account Management, or Client Services.
• Education
  Bachelor’s degree or equivalent work experience.
• Enterprise Customer Management
  Experience managing complex customer relationships and supporting multiple stakeholders across an organization.
• Strategic & Data-Driven Thinking
  Ability to analyze customer data, identify trends, and provide strategic recommendations to improve program performance.
• SaaS Environment
  Experience working in a fast-paced B2B SaaS technology environment, supporting marketing or customer engagement platforms.
• Communication Skills
  Ability to communicate effectively with stakeholders at all levels, from day-to-day users to executive decision-makers.
• Operational Excellence
  Strong time management, organization, project management, and communication skills.
• CRM & Tools
  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.
• Travel
  Ability to travel 25–30% for customer meetings.
• Industry Experience
  Experience in Marketing, Marketing Technology (MarTech) or digital marketing platforms is a plus.

**Specifically looking for candidates based is PST or MST

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.