Why Socure?
Socure is building the identity trust infrastructure for the digital economy — verifying 100% of good identities in real time and stopping fraud before it starts. The mission is big, the problems are complex, and the impact is felt by businesses, governments, and millions of people every day.
We hire people who want that level of responsibility. People who move fast, think critically, act like owners, and care deeply about solving customer problems with precision. If you want predictability or narrow scope, this won’t be your place. If you want to help build the future of identity with a team that holds a high bar for itself — keep reading.
About the Role
As an Enterprise Senior Customer Success Manager (Sr. CSM), you will be the strategic partner and trusted advisor for our most valuable enterprise customers. Your focus will be on executive alignment, success planning, and ensuring customers achieve measurable outcomes with our solutions.
Working hand-in-hand with Account Executives (who own renewals and upsells) and Solution Consultants (who drive adoption), you will be the bridge across functions, ensuring customer outcomes are consistently met. By leading initiatives such as executive business reviews, governance forums, and cross-business alignment programs, you will create visibility, reduce risk, and deepen strategic trust with our enterprise customers.
Responsibilities
Customer Partnership & Advocacy
- Build trusted relationships with executives and operational stakeholders across customer organizations.
- Act as the customer’s advocate internally, ensuring their needs influence product, support, and go-to-market priorities.
- Position our solutions as enablers of the customer’s most strategic business initiatives.
Strategic Success & Value Planning
- Lead joint success planning to align customer goals with solution capabilities.
- Partner with Solution Consultants to interpret adoption signals and connect them to measurable business outcomes.
- Provide Account Executives with health insights that inform renewal and expansion strategies.
Customer Engagement Leadership
- Lead executive business reviews (EBRs) with data-driven updates on ROI, outcomes, and roadmap alignment.
- Facilitate model governance sessions to ensure transparency, compliance, and confidence in solution performance.
- Run cross-line-of-business and global alignment programs to unify strategy and execution across customer divisions or regions.
- Support change management, benchmarking, and operational excellence programs that help customers scale solutions across the enterprise.
- Promote advocacy by identifying opportunities for customers to serve as references, case studies, or industry champions.
Customer Health & Retention
- Own the holistic view of account health, combining adoption, engagement, and satisfaction data.
- Identify risks early and orchestrate internal resources to mitigate churn.
- Provide structured reporting and health insights to customers and internal stakeholders.
Operational Excellence & Escalations
- Ensure customers receive timely support and guidance across all engagements.
- Take ownership of managing and resolving critical escalations with urgency and transparency.
- Partner with internal stakeholders to remove friction and ensure seamless customer experiences.
Leadership & Mentorship
- Lead complex customer programs and set the standard for strategic enterprise engagement.
- Channel customer feedback into product innovation and roadmap direction.
- Mentor junior teammates, fostering a culture of learning and growth.
Success in this Role Looks Like
- You consistently deliver a clear, actionable view of account health, combining adoption insights, engagement, and satisfaction.
- Customers see you as a strategic advisor and executive partner, deepening trust across all levels — from operational users to C-suite sponsors.
- You lead impactful executive business reviews, governance forums, and cross-organizational programs that reinforce ROI and alignment.
- Net Dollar Retention (NDR) and Customer Lifetime Value (CLV) improve across your portfolio as a result of proactive engagement.
- Churn risk is identified and mitigated early, leading to stronger retention.
- Customers actively participate in advocacy programs (references, case studies, advisory boards).
- Account Executives and Solution Consultants view you as the orchestrator of success, ensuring all functions stay aligned.
- Escalations are resolved quickly and transparently, reinforcing confidence in our partnership.
- Junior teammates benefit from your mentorship, raising the capability of the entire team
Socure is an equal opportunity employer that values diversity in all its forms within our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need an accommodation during any stage of the application or hiring process—including interview or onboarding support—please reach out to your Socure recruiting partner directly.
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