Strategic 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. Serving industries with critical verification needs—such as healthcare, finance, and automotive—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 Strategic Customer Success Manager (CSM) is a hybrid commercial and technical role responsible for managing a large, diverse book of business. You’ll own ongoing customer retention and expansion across a high volume of accounts while also serving as the first line of technical triage — running SQL queries, reading developer documentation, and reproducing customer issues.

This role is ideal for someone who thrives in a startup environment and wants to build upon existing processes, has an interest in automation and efficiency, balances strong technical acumen with consultative relationship skills, and is motivated by building deep partnerships that drive both customer outcomes and revenue growth. This role will be 65% revenue-focused and 35% technical.

What you will do

Customer Growth & Retention

• Expand revenue within accounts through upselling and cross-selling, meeting or exceeding quarterly growth targets.
• Retain customers through proactive engagement, churn-risk management, and executive-level relationship building.
• Develop account strategies tailored to customer goals, scaling from SMB to enterprise.

Technical Analysis, Implementations, & Troubleshooting

• Run SQL queries (Snowflake or similar) to analyze usage data, investigate issues, and generate customer insights.
• Develop expertise in developer documentation and API references, guide customers through basic API integrations, and manage customer implementations.
• Triage bugs by reproducing issues, gathering logs/data, and escalating with clear documentation to engineering.
• Serve as the first line of defense on technical support before escalating to engineering.

Account Management & Collaboration

• Lead QBRs and manage a high-volume book of business across multiple industries, balancing touchpoints and prioritization effectively. Customers range from SMB through enterprise.
• Project manage onboarding and ongoing initiatives, ensuring customers launch successfully and achieve ROI quickly.
• Act as the voice of the customer, providing structured feedback to product, engineering, and leadership.
• Collaborate cross-functionally with sales, product, and marketing to streamline customer success processes.

• 5+ years in customer success, technical account management, or a related role within a B2B SaaS startup environment.
• Proven ability to drive revenue expansion and retention in a book of business with high account volume.
• Technical proficiency:
• Comfort with SQL (Snowflake preferred).
• Ability to understand and apply developer documentation and APIs.
• Experience reproducing, triaging, and documenting technical issues.
• Strong commercial acumen: consultative selling, strategic account planning, and executive stakeholder management.
• Excellent communication skills for engaging both technical and business audiences.
• Organized and execution-focused, able to juggle multiple priorities in a fast-paced environment.Organized and execution-focused, able to juggle multiple priorities in a fast-paced environment.

Preferred

• Based in PST or MST time zone.
• Experience with and interest in the MCP, agent to web or A2A protocols, or other areas around agent operability.
• Experience in the identity verification (IDV) space, fraud, fintech, or healthcare technology space.

• Equity compensation
• Remote working environment
• Self-managed paid time off
• 11+ annual company holidays
• 401k
• Health Care Benefits: Medical, Vision, Dental
• Wellness Benefits: EAP, LifeHealth Online, One Medical, Perkpot
• Parental Leave
• Pay scale: $140-180k OTE

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