Strategic 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

We’re looking for a highly adaptable Customer Success Manager who thrives in fast-moving startup environments and enjoys balancing customer relationships, revenue growth, technical troubleshooting, and operational execution. This is a hands-on role with broad ownership. You’ll manage a book of business while helping customers maximize the value they receive from the platform and identify opportunities for long-term growth.

Success in this role requires someone who is proactive, resourceful, technically curious, commercially minded, and comfortable figuring things out independently in an evolving environment. This is a hands-on startup environment where team members operate across customer success, technical troubleshooting, support, and revenue growth. The right person will enjoy variety, autonomy, and solving problems in a fast-paced startup environment.

What you will do

Customer Growth and Revenue Expansion

• Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels
• Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities
• Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities
• Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth
• Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution
• Be accountable for revenue-related outcomes tied to your book of business

Customer Engagement & Execution

• Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions
• Create clear next steps, action plans, and customer communication after meetings
• Manage multiple competing priorities and customer requests simultaneously
• Maintain accurate CRM data, account documentation, and internal tracking
• Help improve and shape customer success processes as the company scales

Technical Troubleshooting & Product Engagement

• Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options
• Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior
• Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends
• Serve as the first point of coordination during customer escalations and drive issues toward resolution
• Partner closely with engineering and product teams while independently managing customer communication and investigation
• Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders

Support & Operational Ownership

• Participate in shared customer support coverage and escalation management as part of the Customer Success team
• Jump into urgent customer situations with a solutions-oriented mindset
• Help identify recurring customer issues and improve internal documentation, workflows, and operational processes
• Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving

Cross-Functional Collaboration

• Share structured customer feedback with Product and Engineering teams
• Advocate for customer needs while balancing business priorities
• Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency

What Makes Someone Successful in This Role

This role is a strong fit for someone who:

• Enjoys working in a fast-moving startup environment with evolving priorities
• Is comfortable wearing multiple hats and operating with high ownership
• Likes solving problems independently and figuring things out without waiting for perfect process or documentation
• Can move comfortably between executive customer conversations and hands-on troubleshooting
• Is motivated by measurable business outcomes and accountability
• Has a strong “roll up your sleeves” mentality and a bias toward action
• Thrives in environments where adaptability, resourcefulness, and learning quickly are critical

Requirements

• 4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role
• Experience working at an early-stage or high-growth B2B SaaS company
• Strong communication and relationship management skills with both business and technical stakeholders
• Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously
• Comfortable troubleshooting technical issues and navigating ambiguity independently
• Experience working with APIs, JSON, logs, developer documentation, or technical workflows
• Experience writing basic SQL queries or working with customer/product data
• Strong organizational skills and attention to detail in a fast-moving environment

Strong Plus (Not Required)

• Experience in identity verification, fintech, healthcare, or regulated industries
• Familiarity with Snowflake or similar data warehouses
• Experience supporting API-based or highly technical SaaS products
• Experience participating in support rotations or escalation management
• Exposure to onboarding, implementation, or workflow configuration
• 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: $130-160k OTE

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