Senior Customer Success Manager

Proof is the world's first identity-assured transaction management platform and we are on a mission to digitize trust for all of life’s most critical transactions. Developed by the same market leaders and experts who brought notarization online with Notarize℠, Proof offers trust in a digital world by verifying identities and securing transactions to protect businesses and their customers. Since 2015, we’ve completed many of the world’s first digital commerce transactions, including the first online real estate closing, online mortgage closing, online auto sale, and online will and we're still just getting started!

As a Sr Customer Success Manager, focused on key accounts at Proof, you will be entrusted with building strategic relationships and driving product adoption and engagement across our customers. You will own strategic relationships and be responsible for the goals, adoption and growth of your accounts, collaborating cross-functionally with internal teams to drive platform enhancements and engagement strategies that will result in transaction and revenue growth. You will work closely with our data and analytics teams to drive deep insights inclusive of use case identification and expansion, conversion optimization, and product and user adoption and leverage those insights to drive initiatives forward.  

Success in this role requires a deep understanding of our platform functionality, API and other third party integrations as well as an overarching understanding of our customers’ platform and tools. Leveraging this knowledge in conjunction with industry best practices, return on investment, and your ability to influence and facilitate change management, you will use your proven expertise to achieve success with your customers.

• Contact business clients proactively to build relationships and walk them through the process of using Proof's products or services
• Drive customer understanding of business and organizational benefits of digital transformation with specific guidance and best practices on change management (short-term and long-term recommendations)
• Guide the customer journey towards expansion of use cases and new solutions on the Proof platform
• Establish a partnership with key stakeholders to build Customer Success Plans, defining critical goals, or other key performance indicators as well as a roadmap for success for both systems integrations and user adoption
• Obsessively understand, document, track, and revise key performance indicators and return on investment benefits, working closely with data and analytics team to constantly evaluate customer data, identifying data trends and use cases for expansion in order to prioritize your work
• Consult on industry and product best practices and conduct (remote or in-person) Business Reviews to ensure the customer is achieving value and to address gaps and/or opportunities to unlock expansion
• Advocate for customer needs/issues across product, marketing and support functions. Align seamlessly with sales, product management, marketing, and engineering teams and stay updates on latest releases and product capabilities
• Maximize value for customers by ensuring they have the tools and resources they need
• Develop and improve customer onboarding processes and customer service policies
• Create resources for customers that help them fully understand and utilize the products and services
• Monitor contract renewal dates and ensuring renewal and upsell strategies are in place well in advance
• Identify areas for upselling and cross-selling by recommending additional products or services
• Gather data on improving products and services to share with upper management
• Provide high-level technical and product support

• 8+ years client management experience at a software company, agency, or management consultancy
• A Bachelor's Degree
• Strong project management skills
• Prior experience in Customer Success or an equivalent history of driving product adoption, retention, and revenue expansion
• Experience working with complex, multi-divisional, multi-geographical customers
• Motivation - Self-starter who works independently and proactively. Must be comfortable with ambiguity and accountable for one’s own success
• Curiosity - Curious learner who asks thoughtful questions and seeks to understand the unique needs of each customer
• Technical proficiency - Aptitude for technical and complex products & services (APIs and third party integrations) with the ability to train others through enablement activities
• Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. 
• Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements is required.
• Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail is required.
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management both externally as well as internally.

• Pave the Way: When obstacles arise, we break through barriers with passion and perseverance. We lead with creativity and forward-thinking. We aim to set new standards and shape the future in a repeatable, scalable way so the path to success is easier for our team to follow.
• Own It: We embrace the responsibility that comes with supporting life's most important transactions. When a problem arises we relentlessly pursue the solution with a 'Yes before no' attitude. Because every problem and every transaction is treated like it's our own.
• Act with Integrity: We are in the business of building trust and it is at the core of everything we do. We are honest and transparent with our customers, each other and ourselves. If we make a mistake, we own up to it right away and do what it takes to make it right. Our dedication to security and compliance is key to earning trust, fighting fraud and ultimately, our success.
• Play to Win: We believe excellence is about always striving to be better so when we get it wrong, we iterate, we learn and we grow. We know we can only go so far alone, we're better together and collectively, we win!

• Medical, dental, and vision benefits
• Life insurance, long and short-term disability coverage
• 401k Plan with a 4% match, beginning on your hire date
• Unlimited Sick and Vacation time
• 14 paid company holidays
• 2 company Chillax weeks (Summer & Winter)
• 12 weeks of paid parental leave
• 4 week sabbatical after 5 years of continuous full time employment
• Health Reimbursement Arrangements for fertility and gender affirmation
• Lunch on Proof through Grubhub credit
• Monthly work from home stipend
• Professional development credit
• Monthly reimbursement for Wellness
• And more!

This position will be posted and accepting applications through March 28, 2025.

Proof is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.