Customer Success Manager

About us

Vouched is the leading AI-powered identity verification platform that securely verifies the identities of both AI agents and humans. Vouched enables enterprises to confidently trust digital interactions. Used by organizations around the world, Vouched verifies millions of human and AI agent identities annually, delivering unmatched speed, accuracy, and regulatory compliance.

Overview of the role

The Customer Success Manager (CSM) will own relationships across a diverse book of business — from startups to enterprise customers. You’ll be the face of Vouched for your accounts, ensuring customers adopt the platform, see ROI quickly, and remain long-term partners.

This role is ideal for someone with 2–5 years of experience who is:

• Hungry to grow in a startup environment.
• Excited to work directly with customers and build relationships at all levels.
• Curious about technical products — comfortable learning how to read developer docs and partner with more technical teammates.
• Organized, proactive, and motivated to build processes as we scale.

You don’t need to be an expert in SQL or APIs today — but you should be excited to learn enough to talk to technical customers with confidence.

What you will do

Customer Growth & Retention

• Build strong relationships with your accounts and serve as their trusted advisor.
• Proactively engage customers to drive adoption and mitigate churn risk.
• Identify opportunities for expansion and collaborate with internal stakeholders to close them.

Customer Advocacy & Collaboration

• Lead regular business reviews and check-ins with customers.
• Act as the voice of the customer, sharing structured feedback with product, engineering, and leadership.
• Collaborate cross-functionally to solve customer problems.

Light Technical Engagement

• Develop comfort reading developer documentation and explaining product functionality to customers.
• Triage basic customer questions and issues; partner with technical teammates on escalations.
• Grow your technical skills over time (SQL, APIs, troubleshooting) with mentorship from the team.

• 1–3 years in customer success, account management, or a customer-facing role in B2B SaaS.
• Strong relationship-building and communication skills, with the ability to engage both business and technical stakeholders.
• Highly organized and able to manage multiple customer accounts at once.
• Excited to work in a startup environment — proactive, resourceful, and adaptable.
• Demonstrated curiosity and willingness to learn technical concepts (APIs, developer docs, data troubleshooting).

Preferred

• Based in PST or MST time zone.
• Exposure to SaaS implementations, onboarding projects, or technical support.
• Experience in identity verification, fintech, or healthcare technology.

• Equity compensation
• Remote-first environment
• Flexible PTO and 11+ annual company holidays
• 401k
• Medical, dental, and vision coverage
• Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot)
• Paid parental leave
• Pay scale: $90-120k OTE

This is a remote role - however, you must be based in the US (US work authorization required)