Community Customer Success Strategist, ID

22 hours ago


Sunnyvale, California, United States ID Full time
Drive Commercial Growth and Deliver Exceptional Customer Experience

ID.me is a pioneering enterprise software company revolutionizing how people prove and share their identity online. Our mission is to empower individuals to control their data through a secure and trusted login experience.

We're seeking an experienced Community Customer Success Strategist to join our team. As a key member of our commercial growth strategy, you will play a pivotal role in fostering enduring relationships with our community customers, ensuring their satisfaction, and championing the success of our innovative products and services.

Key Responsibilities:
  • Optimize Customer 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.
  • Expand and Grow the Customer Base
    • 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.
  • Nurture Strong Relationships and Deliver Exceptional Support
    • 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 and Upsell/Cross-Sell Opportunities
    • 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.

The ideal candidate should have at least 3 years of experience in Customer Success, Account Management, and Strategic Partnership. MarTech and E-Commerce SaaS experience is a plus. Travel expectations up to 25%.

With your expertise, you will be instrumental in navigating complex accounts, driving adoption, and serving as the Subject Matter Expert (SME) on product functionalities and best practices.

Your salary will be approximately $90,000 - $120,000 per annum, based on industry standards and location.



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