Principal Customer Success Manager

1 month ago


Remote, Oregon, United States SheerID Full time

SheerID is looking for a dynamic Principal Customer Success Manager to join our growing team in our mission to enable brands to reach their target audience. In this role you will manage a growing book of premier brands, driving utilization and outcomes leading to renewals, expansion, and customer advocacy. You function as a key member of the customer account team, bridging the gap between your customers and our internal teams such as: Professional Services, Support, Product, Marketing, Engineering, and Executive Stakeholders. As the trusted advisor, you will proactively work with your customer contacts at all levels to deliver first class proactive business strategy and partnership, challenging the status quo and helping your contacts deliver programs that provide impressive returns on investment to their business. Additionally, you will be mindful of your customers' consumer experience, providing best practices in offer, promotions, and program build to ensure the best experience possible.

Role Specific Job Duties:

  • Collaborate throughout the implementation of complex customer programs with the Professional Services team ensuring best practices are utilized in building customer programs and customers receive quickest time to value.
  • Monitor activity and identify trends in customer base to assess potential churn risk and proactively provide guidance/action plans to customers to increase value of their program and internal team members needed to mitigate risk/improve growth.
  • Maintain consistent strategic touchpoints with customers according to high touch lifecycle, engaging additional SheerID resources such as Product, Sales, Executives, etc where appropriate.
  • Develop and maintain trusted advisor relationships with stakeholders and program owners in your account portfolio of approximately 10-15 customers.
  • Balance the voice of the customer, while upholding SheerID's best practices and innovation opportunities by providing detailed feedback to cross-functional teams which result in better the customers' outcomes with our services.
  • Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high gross retention numbers.
  • Identify account expansion and cross-organizational opportunities for growth and work with your Account Executive counterpart to ensure a successful close.
  • Assist in the development of new content, implement new programs, and innovate new methods based upon identified needs to contribute to the Customer and SheerID's success.
  • Impart strategic leadership and direction on all aspects of SheerID products and services.

Required Skills / Experience:

  • 15+ years of experience in customer facing, B2B or B2B2C role with programmatic consulting based Customer Success, Account Management or other client facing roles
  • Experience working in Digital Marketing or AdTech a plus
  • ARR portfolio experience of $5MM+
  • 4 year degree or equivalent work experience
  • Proven track record in managing complex, multi-divisional Enterprise customer relationships and delivering results
  • Must be able to work within US East time zone between the hours of 8am - 5pm
  • Data-driven and strategic thinker who is able to to consult with customers to drive success of their program
  • Experience working in a fast paced, high-growth B2B2C
  • SaaS technology environment, supporting Enterprise software
  • Ability to communicate at all levels from users to budget holders and executives
  • Exceptional time and task management, project management, teamwork, meeting facilitation, and communication skills
  • Diligence and organization in follow-up processes - document all calls/customer interactions in CRM
  • Experience with Salesforce, Jira, Slack, Looker, and other similar SaaS services a plus
  • Entrepreneurial spirit, thriving on working in a fast-paced, ever changing environment
  • Must be able to travel 25%-30% of the time for customer onsite meetings (post Covid)

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 are critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.



  • Remote, Oregon, United States Security Innovation Full time

    Security Innovation is looking for a creative, energetic, and data-driven Customer Success Manager to join our team This is a player/coach role that will report to our Vice President of Global Sales. The Customer Success Manager will lead a team that best understands the needs of our customers while ensuring customers get the most value out of our solutions...


  • Remote, Oregon, United States CYE Full time

    CYE is on the lookout for a Customer Success Manager to work closely with our customers, build lasting relationships, and help them every step of the way. Your role will be to encourage customers to make the most of our products and to always be there for them as their biggest supporter.ResponsibilitiesBuild and maintain strong customer relationships....


  • Remote, Oregon, United States Knock Full time

    We are very happy to announce that we have officially re-opened our Ballard, WA HQ office for voluntary use In order to maintain safety, comfort and flexibility, we currently offer most employees the choice between 3 work locations: HQ-first, Hybrid or Remote; if there are specific location needs, the job description will indicate that below. It is also...


  • Remote, Oregon, United States Arcadia Full time

    Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit Why This Role Is Important to Arcadia At , the Customer Success...


  • Remote, Oregon, United States Arcadia Full time

    Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit Why This Role Is Important to Arcadia At , the Customer Success...


  • Remote, Oregon, United States VSCO Full time

    About VSCOAt VSCO, our mission is to nurture creativity so you can make it. We are a leading photo and video editor with a library of 200+ premium quality presets and tools, an easy-to-use video editor, and a curated collection of photography of all genres, styles and aesthetics from our global community of talented creators. We are looking for humble...


  • Remote, Oregon, United States Amplemarket Full time

    What is Amplemarket all about?Amplemarket's premise is that a lot of the playbooks used by B2B sales teams that worked 5 years ago don't cut it anymore.In today's environment, sales teams need to have a tremendous amount of information about their prospects to decide when is the best moment and channel to reach out in the most relevant way. You can't do this...


  • Remote, Oregon, United States BioRender Full time

    At BioRender, our mission is to accelerate the world's ability to learn, discover and communicate science. We are passionate about democratizing science communication in order to accelerate scientific discovery and understanding. We're looking for amazing people to help create the world's go-to-place and platform where science is communicated. Come join usWe...


  • Remote, Oregon, United States EngagedMD Full time

    You are an experienced Customer Success Manager with superior relationship management skills, intent on helping a tech organization achieve its mission by building strong relationships with clients and driving deeper into accounts. We're EngagedMD and we have a patient journey application used by more than 2 million users nationwide and internationally since...


  • Remote, Oregon, United States DataCamp Full time

    Who We Are:At DataCamp, we're not just a platform; we're the catalyst for a data-fluent world. We enable individuals and businesses to leap forward in data science, providing them with top-tier education, certification, and collaboration tools.By the Numbers:400+ dynamic courses270+ renowned instructors from 35 Countries90+ hands-on projects12 million+...


  • Remote, Oregon, United States vivenu GmbH Full time

    Get onboard the vivenu rocket ship to revolutionize one of the most exciting industries and enable global and limitless event ticketingAbout usIn 2018, we started vivenu with a bold mission: to transform the global event ticketing industry for good. Hundreds of thousands of event organizers around the globe rely on solutions that haven't kept up with today's...


  • Remote, Oregon, United States Atlan Full time

    Own Success. Shape the Future. Be a Data Hero at Atlan.Impact & Purpose:Join the Active Metadata Management Revolution: Be at the forefront of a paradigm shift, leading data teams globally towards better collaboration and governance.Partner with Data Titans: Shape the success of Atlan's biggest, most strategic customers, including industry leaders and...


  • Remote, Oregon, United States Chartbeat Full time

    Tubular and Lineup have partnered with Chartbeat to help you grow reach and revenue for your content. Chartbeat's ) mission is to help content creators around the world better connect with their audiences. In 2023, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement, and Lineup Systems, the leading global...


  • Remote, Oregon, United States ABODO Full time

    We're Changing the Rentals IndustryWe're a profitable, growth-stage company building industry-leading martech and data SaaS products for the rentals industry. While originally known for building and operating one of the U.S.'s largest rental marketplaces - Rentable, we recently launched a martech and competitive intelligence software suite with strong growth...


  • Remote, Oregon, United States Lithic Full time

    Lithic creates card issuing and payment infrastructure for technology companies that just works. We help some of the world's fastest-growing digital banks, fintech companies, and software companies process billions in transactions annually.Lithic is hiring a SeniorCustomer Success Manager to help our customers build and scale card programs on the Lithic...


  • Remote, Oregon, United States Bullhorn Full time

    For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with venture capital, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market...


  • Remote, Oregon, United States Bitwarden Full time

    Bitwarden empowers enterprises, developers, and individuals to securely store and share sensitive information. With a trusted, open-source approach to password management, secrets management, and passwordless and passkey innovations, Bitwarden makes it easy for users to extend robust security practices across all online activities. Founded in 2016 with...


  • Remote, Oregon, United States Informed K12 Full time

    **Please note: This position is remote, but candidates MUST be based in California or Texas. Please only apply if you are based in California or Texas**Who we areAt Informed K12, we're on a mission to help school district administrators operate efficiently and gain insight into their most critical school business processes. Still today, most school districts...


  • Remote, Oregon, United States WorkRamp Full time

    At WorkRamp, we believe that the best companies grow through learning. That's why hundreds of market leaders such as Box, Lattice, and Outreach choose the Learning Cloud to power employee and customer learning. Boost employee performance, grow revenue, and scale customer success with WorkRamp. Learn more by visiting Why WorkRamp?-Recently raised a $40M...


  • Remote, Oregon, United States Rentable Full time

    We're Changing the Rentals IndustryWe're a profitable, growth-stage company building industry-leading martech and data SaaS products for the rentals industry. While originally known for building and operating one of the U.S.'s largest rental marketplaces - Rentable, we recently launched a martech product and a competitive intelligence software - ApartmentIQ,...