Customer Success Manager, Communities

Company: Tbwa Chiat/Day Inc
Location: Sunnyvale
Posted on: March 23, 2025

Job Description:

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.Job DescriptionID.me is seeking an experienced Customer Success Manager to specialize in managing a portfolio of commercial community customers. In this pivotal role, you will be instrumental in fostering enduring relationships with clients, ensuring their satisfaction, and championing the success of our innovative products and services. Your expertise will be crucial in navigating complex accounts, driving adoption, and serving as the Subject Matter Expert (SME) on product functionalities and best practices. You will also be responsible for measuring the value being delivered to each customer and developing strategies to drive those outcomes when expectations are not being met.Responsibilities:

• Drive Adoption and Performance:
• Analyze product performance data at the customer level to identify trends or potential issues. Leverage that data to drive the customer to optimize their integration as needed.
• Train customers on ID.me best practices and what is required to achieve the best possible results.
• Drive Expansion and Growth:
• Identify and pursue opportunities for account expansion by understanding customer needs and aligning them with relevant offerings.
• Collaborate with the sales and marketing teams to drive growth within the community customer base.
• Analyze and understand Key Performance Indicator metrics to drive improvements and desired results.
• Develop a Trusted Advisor Relationship:
• Establish and nurture strong, multi-threaded relationships with key stakeholders within community customer organizations.
• Understand the unique needs and challenges of each customer to provide tailored solutions and support.
• Manage Renewals:
• Proactively engage with customers to ensure timely renewals and identify opportunities for upselling or cross-selling additional products or services.
• Collaborate with the sales team to drive successful contract renewals.
• Own the Relationship and Overall Success of the Customer:
• Act as the primary point of contact for your Book of Communities customers, ensuring a seamless experience and promptly addressing any concerns or issues.
• Collaborate with internal teams to ensure an effective feedback loop and deliver on customer expectations and commitments.
• Provide regular updates to internal stakeholders on the status of all customer accounts, including opportunities for growth and potential risks.
• Collaborate with cross-functional teams to address challenges and capitalize on opportunities.
• Manage Product Roadmap and Migrations:
• Stay informed about product developments and updates, ensuring customers know and can use new features.
• Coordinate and manage migrations to new product versions, minimizing disruption to customer operations.
• Be the Subject Matter Expert (SME) on Product and adoption Best Practices:
• Develop a deep understanding of our products and services, serving as the go-to expert for customers on product functionality.Qualifications
• At least 3 years of experience in Customer Success, Account Management, and Strategic Partnership
• MarTech and E-Commerce SaaS Experience
• 2+ years of experience managing fortune 100 account and book value of $4M+ ARR
• Strong data analytics skills with the capacity to independently build convincing, data-driven proposals
• Strong communication skills and the ability to build consensus and de-escalate conflict
• Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
• Proactive, confident and energetic attitude with the desire to be a key player on a high-performing team
• Travel expectations up to 25%The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role.ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.U.S. Pay Range: $130,000 - $155,000 USDMountain View, CA Pay Range: $135,000 - $175,000 USDID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.Please review our Privacy Policy, including our CCPA policy, at id.me/privacy . If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.ID.me participates in E-Verify.
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Keywords: Tbwa Chiat/Day Inc, Sunnyvale , Customer Success Manager, Communities, Executive , Sunnyvale, California