Strategic Customer Success Manager

CertifID is seeking an accomplished Strategic Customer Success Manager (SCSM) to join our growing Customer Success team. In this role, you own a blended portfolio of enterprise and mid-market accounts — stewarding customers through the complete post-sale lifecycle, from onboarding and value realization through renewal and expansion.

This role is fundamentally commercial. You will be expected to proactively identify, develop, and close expansion opportunities across your book — driving usage and adoption of owned products, upselling new products,, and executing renewal negotiations that maximize contract value while deepening customer relationships. The best SCSMs here don't wait for renewal season; they build the conditions for growth every day.

Security has inherent friction, and our customers' businesses are well-established in their operating rhythms. Your challenge: help customers see that the value of our solutions is worth the change — and guide them proactively through it — so that expansion is a natural outcome, not a negotiation.

What You’ll Do

Revenue Growth & Expansion

• Proactively identify, develop, and close upsell and cross-sell opportunities — introducing new products, channels, and services and customizing solutions to meet customers' evolving needs.

• Execute win/win renewal negotiations with commercial discipline, maximizing contract value while nurturing long-term client relationships and ensuring renewals close on time.

• Manage renewal forecasting accurately — maintaining a healthy pipeline, tracking risk signals, and delivering consistent, reliable visibility to leadership.

• Navigate competitive displacement scenarios with confidence, building compelling value narratives that differentiate CertifID and protect against budget consolidation.

• Partner with leadership to refine playbooks, pricing proposals, and expansion strategies that better arm the CS organization for scalable growth.

  Retention & Relationship Management

• Own and manage a portfolio of enterprise and mid-market customers across the full post-sale lifecycle, serving as a strategic partner accountable for onboarding, adoption, retention, and revenue growth.

• Design and execute structured onboarding plans that deliver fast time-to-value, establish clear success metrics, and set customers up for long-term adoption.

• Build and maintain multi-threaded relationships across customer organizations, including executive and C-suite stakeholders, and lead executive business reviews that connect CertifID's value to the customer's broader business strategy.

• Leverage customer data and live touchpoints to monitor account health, identify adoption gaps, and proactively surface and mitigate retention risk before it escalates.

• Coordinate and lead all onboarding, business reviews, and cadence calls across your book to evaluate performance, align with customer priorities, and surface new opportunities.

• Serve as a subject matter expert on CertifID's products, providing strategic guidance and enabling customers to embed CertifID deeply into their workflows.

• Engage in and occasionally lead cross-functional work that enhances customer experience, informs roadmap priorities, and improves internal collaboration.

What We’re Looking For

• 7+ years of experience in customer success or account management, with demonstrated experience owning strategic or enterprise accounts through the full post-sale lifecycle.
• Proven track record of identifying and closing expansion opportunities — upsells, cross-sells, and competitive displacements — within an existing customer portfolio.
• Experience managing the full renewal cycle, including pricing and packaging adjustments, forecasting, and deal closure with customers ranging in size and stakeholder sophistication.
• Demonstrated ability to build executive-level relationships, lead executive business reviews, and operate as a trusted strategic partner to senior stakeholders.
• Strong commercial acumen, including experience leveraging forecasting tools and managing renewal risk proactively.
• Demonstrated proficiency with CSPs and CRMs — Gainsight, Salesforce, or equivalent.
• Ability to leverage customer data and analytics to track health, measure adoption progress, and prepare customer-facing usage reporting and ROI narratives.
• Strong background in value selling post-implementation — turning deep product usage into quantified business outcomes that justify expansion and protect against churn.
• Exceptional communication and presentation skills, both verbal and written.
• Strong organizational skills with the ability to manage time and resources across a multi-account portfolio simultaneously.
• Willingness to travel (up to ~25%) for customer meetings, industry events, and team gatherings, with availability for frequent video calls across all US time zones.
• SaaS experience required.

Bonus Points

• Familiarity with the title or real estate industry.

• Proficiency in leveraging AI to accelerate your own organizational and project-management processes.