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Socure is building identity trust infrastructure for the digital economy, verifying identities in real time and stopping fraud before it starts. As Senior Strategic Customer Success Manager, you will be the primary point of contact for a portfolio of customers, managing post-sale relationships and ensuring high satisfaction, retention, and measurable business outcomes.
You will serve as a trusted advisor, partnering with customers to drive adoption, maximize value, and proactively address risks. Key responsibilities include guiding onboarding and training to drive product adoption; proactively monitoring customer health and developing action plans to address issues; conducting regular business reviews and value demonstrations to customers and executives; and collaborating cross-functionally with sales, product, support, and engineering teams to deliver seamless customer experiences.
You will identify and pursue upsell and cross-sell opportunities, gather customer feedback to inform product improvements, maintain accurate account records and health metrics, and resolve complex customer issues by coordinating across teams. The role requires building trusted relationships with key stakeholders, acting as a strategic partner for their business objectives, and championing innovation in customer engagement models.
Required: Bachelor's degree in Business, Marketing, Communications, or related field; 8+ years in customer success, account management, or related roles (preferably B2B technology, fintech, or SaaS); proven ability to build and manage customer relationships as a trusted advisor; strong written and verbal communication; analytical skills to interpret data and identify trends; project management and organizational abilities; technical aptitude to understand and explain solutions; cross-functional collaboration skills; and adaptability and proactive problem-solving approach.
