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 Senior Customer Success Manager (CSM). As Senior CSM, you are responsible for a blended portfolio of enterprise and mid-market customers, who you will support through the complete post-sale lifecycle.

The more our customers adopt our solutions, the safer their businesses and the industry are against wire fraud; however, security has inherent friction and our customers’ businesses are well-established in their operating rhythms. Your challenge is clear: help your customers see clearly that the value of our solutions is worth the change, and guide them proactively through that change-management.

Responsibilities

Own and manage a large portfolio of customers who range in size and complexity.

Coordinate and lead all onboarding, business reviews, and establish cadence meetings across base to evaluate and review performance, align with customer priorities, drive adoption, and locate new opportunities to promote usage and adoption

Leverage both customer live touchpoints and data to identify risks, managing and mitigating that risk proactively, as well as escalating quickly and effectively to internal teams for support

Identify issues that impact customers and/or challenges in the business and provide thought leadership in finding a customer solution, recommendations to streamline existing processes and/or identify strong workarounds

Identify expansion and upsell opportunities and partner with Account Management team to execute successful revenue growth and seamless renewals

Serve as a subject matter expert on CertifID's products, providing strategic guidance and customer support.

Meet or exceed retention goals and KPIs as established in our OKR process across your assigned portfolio by applying structured problem-solving and strategic guidance.

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

Requirements

7+ years of experience in customer success

Demonstrated proficiency and aptitude for leveraging CSPs and CRMs, Gainsight, Salesforce, etc.

Demonstrated ability to establish strong relationships and trust with multiple customer stakeholders and business units, multithreading and establishing champions and advocates, including executives and C-Suite

Proficiency in basic project management skills and approaches as they relate to customer-success work.

Demonstrated strength of organizational skills with the ability to manage time and resources effectively across multiple projects simultaneously and set proper expectations.

Exceptional communication and presentation skills, both verbal and writtenProficiency in leveraging AI appropriately to accelerate and improve your own organizational and project-management processes

Demonstrated ability to leverage customer data/analytics in support of tracking customer health, progress, and preparing customer-facing usage reporting

Is willing to travel (up to ~25%) for customer meetings, industry events, and team meetings, and be willing to be on frequent video calls with customers and internal teams across all US time zones

Familiarity with the title industry a plus, but not required

Benefits

Flexible vacation

12 company-paid holidays

10 paid sick days

No work on your birthday

Health, dental, and vision Insurance (including a $0 option)

401(k) with matching, and no waiting period

Equity

Life insurance

Generous parental paid leave

Wellness reimbursement of $300/year

Remote worker reimbursement of $300/year

Professional development reimbursement

Competitive pay

An award-winning culture

Additional Information

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 PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.

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