Strategic Customer Success Manager

Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.

We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.

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.

• 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.

• Familiarity with the title or real estate industry.

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

Not sure if you check all the boxes? Apply anyway! 

We know that great talent comes in many forms, and we value potential just as much as experience. If you're excited about this role and believe you can grow into it, we’d love to hear from you. We’re looking for people who are eager to learn, adapt, and solve challenges—so if that sounds like you, don’t let a checklist hold you back!

Change doesn't happen overnight, and the same goes for us here at CertifID. We evolve collectively and individually as we grow by leaning into the core values that define us. As we grow, we embody GRIT—collectively and individually—to raise the bar and influence outcomes in everything we do. Guard the Customer - Raise the Bar - Influence Outcomes - Teamwork Wins

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.