Customer Success Manager (CSM), Healthcare - remote

Customer Success Manager (CSM), Healthcare

United States (U.S.)Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind”initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification –online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

About the job:

ID.me is looking for an experienced technical Customer Success Manager who has a passion for technology and the desire to dive head-first into new challenges. The ideal candidate will thrive with a high level of ambiguity, collaborate cross-functionally, yet operate autonomously while maintaining an end-user centric approach. In this role, you become a consultative partner for our customers by leveraging your technical and relationship management skills. Additionally, this candidate should have strong business acumen and have the ability to influence key stakeholders. This role requires curiosity and a desire to acquire deep knowledge and expertise of our products and the identity space, and leverage that knowledge to develop strategies and deliver value to each customer.

What you will do:

• Work as a strategic advisor to your customers, influencing their technology strategy by positioning product features and ID.me best practices to accelerate adoption and growth.
• Act as a link between our customers and product by collecting feedback and identifying optimal implementation roadblocks.
• Foster deep relationships with customers, ensuring their and the end user’s satisfaction along the post sales journey.
• Analyze product performance data to identify usage trends or potential issues, de-escalating and resolving critical customer issues when necessary
• Lead in-person executive business reviews for strategic customers in your portfolio, interfacing with C-suite executives, business, and technical leaders to align to business objectives through a mutually agreed upon success plan.
• Build and execute success plans to mitigate risk and drive growth across the portfolio.
• Work with a balanced account team mindset, coordinating customer-related plays and motions with Sales and Solutions consulting.
• Work on strategic internal projects to help build the Customer Success program.
• Work proactively to ensure renewals are a non-event, forecasting expected churn and growth to leadership.
• Act as an owner and make things better every day.

  Qualifications

  • 5+ years of experience in Customer Success, Account Management, or Client Services, preferably at a SaaS cybersecurity or healthtech company.
  • Detail, process, and systems orientation –the ability to synthesize, organize, and prioritize is critical to this role.
  • A mind for technology –we will teach you about ID.me but our customers and product are inherently technical and you should have an aptitude for learning.
  • Proven track record of success managing customers with Digital Wallet, IAM, or Identity Orchestration platforms
  • Experience managing healthcare systems and / or healthcare tech customers.
  • Strong analytical skills, leveraging a data-driven approach to influence.
  • Strong communication skills with the ability to build consensus and de-escalate conflict.
  • A team player mindset and a passion for collaboration.
  • Travel expectations up to 25%

    The annual base salary listed below for this role is based on experience, skills, education, relevant training and geographic location. Company bonus, incentive for sales roles, equity, and benefits are available depending on the role.

    ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.

    The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

    U.S. Pay Range

    $105,000 –$140,000 USD

    Sunnyvale &Mountain View, CA Pay Range

    $126,000 –$168,000 USD

    ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me’s policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

    Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.