Strategic Customer Success Manager

CertifID is seeking an accomplished Strategic Customer Success Manager (SCSM) to join our growing Customer Success team. In this role, you own a blended portfolio of enterprise and mid-market accounts — stewarding customers through the complete post-sale lifecycle, from onboarding and value realization through renewal and expansion.

This role is fundamentally commercial. You will be expected to proactively identify, develop, and close expansion opportunities across your book — driving usage and adoption of owned products, upselling new products,, and executing renewal negotiations that maximize contract value while deepening customer relationships. The best SCSMs here don't wait for renewal season; they build the conditions for growth every day.

Security has inherent friction, and our customers' businesses are well-established in their operating rhythms. Your challenge: help customers see that the value of our solutions is worth the change — and guide them proactively through it — so that expansion is a natural outcome, not a negotiation.

• Proactively identify, develop, and close upsell and cross-sell opportunities — introducing new products, channels, and services and customizing solutions to meet customers' evolving needs.

• Execute win/win renewal negotiations with commercial discipline, maximizing contract value while nurturing long-term client relationships and ensuring renewals close on time.

• Manage renewal forecasting accurately — maintaining a healthy pipeline, tracking risk signals, and delivering consistent, reliable visibility to leadership.

• Navigate competitive displacement scenarios with confidence, building compelling value narratives that differentiate CertifID and protect against budget consolidation.

• Partner with leadership to refine playbooks, pricing proposals, and expansion strategies that better arm the CS organization for scalable growth.

• Own and manage a portfolio of enterprise and mid-market customers across the full post-sale lifecycle, serving as a strategic partner accountable for onboarding, adoption, retention, and revenue growth.

• Design and execute structured onboarding plans that deliver fast time-to-value, establish clear success metrics, and set customers up for long-term adoption.

• Build and maintain multi-threaded relationships across customer organizations, including executive and C-suite stakeholders, and lead executive business reviews that connect CertifID's value to the customer's broader business strategy.

• Leverage customer data and live touchpoints to monitor account health, identify adoption gaps, and proactively surface and mitigate retention risk before it escalates.

• Coordinate and lead all onboarding, business reviews, and cadence calls across your book to evaluate performance, align with customer priorities, and surface new opportunities.

• Serve as a subject matter expert on CertifID's products, providing strategic guidance and enabling customers to embed CertifID deeply into their workflows.

• Engage in and occasionally lead cross-functional work that enhances customer experience, informs roadmap priorities, and improves internal collaboration.

• Familiarity with the title or real estate industry.

• Proficiency in leveraging AI to accelerate your own organizational and project-management processes.