Strategic Customer Success Manager

Vouched

1d•$130,000 - $160,000•Remote

About The Position

We’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.

Requirements

4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role
Experience working at an early-stage or high-growth B2B SaaS company
Strong communication and relationship management skills with both business and technical stakeholders
Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously
Comfortable troubleshooting technical issues and navigating ambiguity independently
Experience working with APIs, JSON, logs, developer documentation, or technical workflows
Experience writing basic SQL queries or working with customer/product data
Strong organizational skills and attention to detail in a fast-moving environment
Must be based in the US (US work authorization required)

Nice To Haves

Experience in identity verification, fintech, healthcare, or regulated industries
Familiarity with Snowflake or similar data warehouses
Experience supporting API-based or highly technical SaaS products
Experience participating in support rotations or escalation management
Exposure to onboarding, implementation, or workflow configuration
Ability to work core hours aligned with Pacific / Mountain Time

Responsibilities

Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels
Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities
Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities
Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth
Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution
Be accountable for revenue-related outcomes tied to your book of business
Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions
Create clear next steps, action plans, and customer communication after meetings
Manage multiple competing priorities and customer requests simultaneously
Maintain accurate CRM data, account documentation, and internal tracking
Help improve and shape customer success processes as the company scales
Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options
Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior
Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends
Serve as the first point of coordination during customer escalations and drive issues toward resolution
Partner closely with engineering and product teams while independently managing customer communication and investigation
Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders
Participate in shared customer support coverage and escalation management as part of the Customer Success team
Jump into urgent customer situations with a solutions-oriented mindset
Help identify recurring customer issues and improve internal documentation, workflows, and operational processes
Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving
Share structured customer feedback with Product and Engineering teams
Advocate for customer needs while balancing business priorities
Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency