Strategic Customer Success Manager

About usVouched 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 roleWe’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 doCustomer Growth and Revenue ExpansionOwn a portfolio of customer accounts across a range of customer sizes and technical maturity levelsDrive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunitiesIdentify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunitiesLead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growthOwn renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and executionBe accountable for revenue-related outcomes tied to your book of businessCustomer Engagement & ExecutionLead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussionsCreate clear next steps, action plans, and customer communication after meetingsManage multiple competing priorities and customer requests simultaneouslyMaintain accurate CRM data, account documentation, and internal trackingHelp improve and shape customer success processes as the company scalesTechnical Troubleshooting & Product EngagementDevelop deep knowledge of the Vouched platform, APIs, workflows, and configuration optionsInvestigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behaviorWrite or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trendsServe as the first point of coordination during customer escalations and drive issues toward resolutionPartner closely with engineering and product teams while independently managing customer communication and investigationClearly explain technical concepts and product behavior to both technical and non-technical stakeholdersSupport & Operational OwnershipParticipate in shared customer support coverage and escalation management as part of the Customer Success teamJump into urgent customer situations with a solutions-oriented mindsetHelp identify recurring customer issues and improve internal documentation, workflows, and operational processesOperate effectively in an environment where priorities may shift quickly and processes are continuously evolvingCross-Functional CollaborationShare structured customer feedback with Product and Engineering teamsAdvocate for customer needs while balancing business prioritiesCollaborate cross-functionally to improve customer experience, product adoption, and operational efficiencyWhat Makes Someone Successful in This RoleThis role is a strong fit for someone who:Enjoys working in a fast-moving startup environment with evolving prioritiesIs comfortable wearing multiple hats and operating with high ownershipLikes solving problems independently and figuring things out without waiting for perfect process or documentationCan move comfortably between executive customer conversations and hands-on troubleshootingIs motivated by measurable business outcomes and accountabilityHas a strong “roll up your sleeves” mentality and a bias toward actionThrives in environments where adaptability, resourcefulness, and learning quickly are criticalRequirements4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS roleExperience working at an early-stage or high-growth B2B SaaS companyStrong communication and relationship management skills with both business and technical stakeholdersAbility to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneouslyComfortable troubleshooting t