Senior Manager, Account Management (AMER)

Veriff

4d • $200,000 - $220,000 • Remote

About The Position

At Veriff, our GTM Division is the driving force behind our mission to create a safer, more trustworthy online world. We are a dynamic team dedicated to growing our customer base and enhancing our brand's global presence. With a customer-first approach, we provide tailored solutions that instill trust and inspire businesses to join our cause. Our strategy is built on innovative thinking, meticulous research, and cross-team collaboration, ensuring that we work towards a unified vision. Veriff is hiring a Senior Manager, Account Management to lead and scale our Account Management Team, with a focus on driving the success and growth strategy for our strategic clients. As the Senior Manager you will oversee the performance of the team and will direct the strategy for all stages of integrations, scaling, driving adoption, product expansion, and customer success across the portfolio. You will lead the function as a trusted advisor to executive stakeholders, ensuring customers (and their end customers) realize maximum value from our solutions, and own the regional accountability for identifying and capitalizing on opportunities for cross-selling and up-selling to meet revenue targets. We're looking for someone with a strong ability to develop and coach teams in building strong relationships while translating customer needs into scalable solutions. This position will play a central leadership role in maximizing relationships and Net Dollar Retention with our key enterprise, strategic accounts.

Requirements

• 5+ years experience leading and managing an Account Management or Customer Success team within the SaaS industry
• Demonstrated ability to consistently lead a team to exceed team quotas/targets and maintain exceptional overall customer satisfaction metrics
• Extensive experience supporting and strategically managing a portfolio of global enterprise, strategic customers within the SaaS space
• Expertise in designing, implementing, and enforcing data-driven performance assessments for an AM team, using analytical tools to manage team productivity and forecast retention/expansion accurately
• Proven success in developing and operationalizing team strategies that drive product utilization, maximize Net Dollar Retention (NDR), and achieve portfolio-level growth goals
• Expertise in cross-functional leadership and collaboration, specifically partnering with Sales (AEs), Solutions, Customer Support, and Product/Engineering to ensure the voice of the customer informs the product roadmap and drives unified customer success motions

Nice To Haves

• Experience working for a global scaleup/startup
• Previous AM/CSM leadership experience within the IDV/IDVaaS industry

Responsibilities

• Directing the team's strategy to develop deep, trusted, and long-term relationships with our strategic partner reseller customers
• Accountable for Net Dollar Retention (NDR) and growth targets across the managed customer portfolio, driving strategic initiatives for product adoption and expansion
• Establishing processes for the Account Management team to acquire and synthesize a thorough understanding of strategic customer needs and market requirements
• Coaching and empowering the team to expand relationships and proactively propose high-value, cross-product solutions that align with customer objectives
• Ensuring clear, strategic communication channels and operational processes are in place between the AM team, key customers, and internal stakeholders (e.g., Product, Engineering)
• Overseeing team execution to ensure the timely and successful delivery of Veriff services, establishing operational rigor and accountability for customer outcomes
• Handling strategic escalations and guiding the team to implement durable solutions for recurring issues, maintaining a culture of proactive problem resolution and trust
• Driving executive-level progress reporting on key account initiatives, performance, and strategy to internal leadership and executive customer counterparts.

Benefits

• Full-remote job within our eligible locations in the USA (please see above)
• Extra recharge days per year on top of your annual vacation days
• Stock options that ensure you share in our success
• 401(k) matching
• Extensive, medical, dental, and vision insurance to ensure you're feeling great physically and mentally
• Learning and Development and Health & Sports budgets that you are free to tailor to your own needs
• Four weeks of fully paid sabbatical leave after reaching your 5th work anniversary

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees