Customer Success Manager, Enterprise

About this role

About Prove

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Prove, follow us on LinkedIn.

Prove is driving the future of digital identity. We are looking for Provers who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.

Prove has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team!

Customer Success Manager, Enterprise

FLSA Status Exempt

Location: US, West Coast

Job Summary:

The Customer Success Manager oversees the customer retention process by acting as a customer advocate within the organization and streamlining the customer experience.

The Customer Success Manager will be client focused and Prove product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to partner with and advise clients, ultimately acquiring deep knowledge of the client’s organization and business objectives. You are passionate about building strong customer relationships, delivering value, identifying growth potential, and ultimately turning customers into raving Prove fans!

Key Responsibilities

• Establish reputation as trusted partner via regular business reviews presenting the status of the Prove relationship, reviewing active and future project(s) and demonstrating the value Prove delivers to the clients business objectives

• Quickly become a subject matter expert of clients business objectives and use cases while striking a healthy balance between customer satisfaction and delivering business value.

• Primarily responsible to achieve our corporate objectives measured by a client Net Promoter Score (NPS).

• Forecasting & Accuracy: Responsible for forecasting live revenue and having a deep understanding of your clients business and any seasonality that comes with it.

• Renewals: Monitor account renewals and work proactively to secure renewals on time. Work closely with account managers to strategize on price increases, added AGV, and up-selling additional products/services at time of renewal

• QBRs: Organizes and hosts onsite QBRs with client executive team to align to customer goals and derive long term partnership plans

• Pass rate optimization & recommendations : Present areas of optimization to clients via partnership with AM’s (new opportunities) or SCs (pass rate improvements) to drive client success and value of Prove solution

• Ticket monitoring and escalation coordination: Responsible for creation and monitoring client’s internal ticketing needs (support ticket, SC ticket, product ticket, Data Science Tickets, Fraud tickets

• Product Expertise: Develop a deep understanding of our products and services. Stay updated on the latest features and updates, and effectively communicate their value to clients.

• Travel requirement roughly 20%

Qualifications and Experience

• 3 to 5 years in a customer facing role such as account management or sales

• Excellent project management and long-term account planning skills

• Strong written and verbal communication, documentation, presentation, interpersonal, and customer service skills

• Possess experience within a highly regulated market (i.e. Fintech, Insurance, Retail)

• Knowledge of digital identity and Authentication strongly preferred

• Prefer selling strategies and negotiations skills

• Aptitude and passion for technology, KPIs, data, business cases

• Excellent ambition and desire to grow and expand your career

• Track record of building and maintaining successful client relationships

• Experience in cybersecurity, fintech, or fast-growing startup is required

• Experience with technical data platforms such as Splunk, Looker etc and investigating API transactions is preferred.

• Promote, maintain and enhance our cultural values of humility, passion, inclusion, and leadership.

• Strong passion for learning about our products and markets through in-house and external training.

• Experience in high-growth /pre-IPO Technology companies

The anticipated salary pay range for Metro 2 areas for this role is $135,000 - $150,000 plus sales incentive plan. The anticipated salary pay range for Metro 3 areas for this role is $125,000 - $140,000 plus sales incentive plan.

Offered salary will be determined by the applicant's experience, knowledge, skills, geo-location and abilities as well as internal equity and alignment with market data. Prove follows a market driven compensation philosophy based on geographic location and respective market rates. Job offers will be aligned to location. Please speak with your recruiter if you have questions. Prove defines:

• Metro 2 - NYC metro area, Seattle metro area, Los Angeles metro area, and the Miami metro area.

• Metro 3 - all other cities across the domestic United States, with the exception of the San Francisco Bay Area.

Benefits & Perks for FTE Provers:

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan

• Modern Health for financial, mental, and physical wellness

• 401(k) Retirement Plan &

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