Customer Success Manager

Job Description

About us

Vouched is the leading AI-powered identity verification platform that securely verifies the identities of both AI agents and humans. Vouched enables enterprises to confidently trust digital interactions. Used by organizations around the world, Vouched verifies millions of human and AI agent identities annually, delivering unmatched speed, accuracy, and regulatory compliance.

Overview of the role

The Customer Success Manager (CSM) will own relationships across a high-volume book of customer accounts, ranging from startups to larger, more complex customers. You’ll be the face of Vouched for your accounts, helping customers adopt the platform, realize value quickly, and grow their usage over time.

This role includes a variable compensation component tied to revenue and retention outcomes. Success in this role comes from strong execution, clear communication, and the ability to identify growth opportunities through customer engagement.

This role is ideal for someone with 2–5 years of experience who is:

• Motivated by clear goals and measurable outcomes
• Comfortable managing a large number of customer relationships at once
• Curious about technical products and eager to learn how things work under the hood
• Organized, proactive, and excited to help shape processes as the company scales
• Energized by a fast-paced startup environment

What you will do

Customer Growth, Retention, and Revenue

• Own a book of customer accounts and drive retention and expansion through strong engagement and execution
• Identify growth opportunities based on customer usage, performance trends, and business needs
• Partner with sales and leadership on expansion conversations when appropriate
• Be accountable for revenue-related outcomes tied to your book of business

Customer Engagement & Execution

• Lead regular check-ins and business reviews focused on value, outcomes, and next steps
• Prepare clear notes, follow-ups, and action items after customer interactions
• Maintain accurate CRM data and follow defined playbooks

Data & Product Engagement

• Pull and analyze customer data (e.g., usage, performance, trends) to inform customer conversations and identify risks or opportunities
• Build strong product knowledge by learning how the platform works and clearly explaining product behavior and configuration options to customers
• Grow comfort working with data and lightweight querying tools as part of supporting customers and preparing reviews
• Triage customer issues and partner with technical teammates on escalations

Cross-Functional Collaboration

• Share structured customer feedback with product and engineering
• Help identify recurring issues and opportunities to improve documentation and processes
• Collaborate with internal teams to resolve customer challenges efficiently

Requirements

• A bachelor's degree from an accredited four-year college or university.
• 2-5 years in customer success, account management, or a customer-facing role in B2B SaaS.
• Strong relationship-building and communication skills, with the ability to engage both business and technical stakeholders.
• Highly organized and able to manage multiple customer accounts at once.
• Excited to work in a startup environment — proactive, resourceful, and adaptable.
• Demonstrated curiosity and willingness to learn technical concepts (APIs, developer docs, data troubleshooting).

Preferred

• Experience writing basic SQL queries or working with analytics tools
• Familiarity with Snowflake or similar data warehouses
• Experience supporting SaaS or technical products
• Exposure to onboarding, implementations, or support workflows
• Experience in fintech, identity verification, or healthcare technology
• Ability to work core hours aligned with Pacific / Mountain Time

Benefits

• Equity compensation
• Remote-first environment
• Flexible PTO and 11+ annual company holidays
• 401k
• Medical, dental, and vision coverage
• Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot)
• Paid parental leave
• Pay scale: $90k-120k OTE

This is a remote role - however, you must be based in the US (US work authorization required)