Strategic Customer Success Manager

Overview

Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. At [Employer hidden — sign up to reveal], we take this threat seriously and provide a secure platform that verifies identities, authenticates wire transfers, and detects fraud. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs. We are guided by our core values and our vision of a world without wire fraud. [Employer hidden — sign up to reveal] is seeking an accomplished Strategic Customer Success Manager (SCSM) to join our growing Customer Success team. In this role, you own a blended portfolio of enterprise and mid-market accounts — stewarding customers through the complete post-sale lifecycle.

What You’ll Do

Revenue Growth & Expansion

• Proactively identify, develop, and close upsell and cross-sell opportunities — introducing new products, channels, and services.
• Execute win/win renewal negotiations with commercial discipline, maximizing contract value.
• Manage renewal forecasting accurately — maintaining a healthy pipeline and tracking risk signals.
• Navigate competitive displacement scenarios with confidence, building compelling value narratives.
• Partner with leadership to refine playbooks, pricing proposals, and expansion strategies.

Retention & Relationship Management

• Own and manage a portfolio of enterprise and mid-market customers across the full post-sale lifecycle.
• Design and execute structured onboarding plans that deliver fast time-to-value.
• Build and maintain multi-threaded relationships across customer organizations, including executive and C-suite stakeholders.
• Leverage customer data and live touchpoints to monitor account health and mitigate retention risk.
• Coordinate and lead all onboarding, business reviews, and cadence calls.
• Serve as a subject matter expert on [Employer hidden — sign up to reveal]'s products.
• Engage in cross-functional work to enhance customer experience.

What We’re Looking For

• 7+ years of experience in customer success or account management.
• Proven track record of identifying and closing expansion opportunities.
• Experience managing the full renewal cycle.
• Demonstrated ability to build executive-level relationships.
• Strong commercial acumen.
• Proficiency with CSPs and CRMs — Gainsight, Salesforce, or equivalent.
• Ability to leverage customer data and analytics.
• Strong background in value selling.
• Exceptional communication and presentation skills.
• Strong organizational skills.
• Willingness to travel (up to ~25%).
• SaaS experience required.

Bonus Points

• Familiarity with the title or real estate industry.
• Proficiency in leveraging AI to accelerate organizational processes.

What We Offer

• Flexible vacation, 12 company-paid holidays, 10 paid sick days, no work on your birthday
• Health, dental, and vision Insurance (including a $0 option)
• 401(k) with matching, no waiting period, equity
• Life insurance, generous parental paid leave
• Wellness reimbursement of $300/year, remote worker reimbursement of $300/year
• Professional development reimbursement, competitive pay, an award-winning culture

Not sure if you check all the boxes? Apply anyway! [Employer hidden — sign up to reveal] values potential. Embody GRIT: Guard the Customer, Raise the Bar, Influence Outcomes, Teamwork Wins.