Customer Success Manager

The world’s largest organizations rely on Evident to help them protect their business and brand from third-party risk. Our game-changing technology - which enables the secure exchange of risk data like proof of insurance, identity, business registration, and other information - helps our customers verify that their partners have all of the required credentials to do business.

In today’s new remote-first, ever-changing regulatory environment, our secure, privacy-first enterprise platform, accessible via web portal or API, provides a highly scalable and configurable solution to manage communications, storage, decisioning, and ongoing monitoring of credentials.

Evident is a VC-backed technology startup, headquartered in Atlanta, GA. Learn more at evidentid.com.

Evident is looking for a motivated individual to join our growing Customer Success Team as a Customer Success Manager. As the go-to point of contact for our customers, you’ll have the opportunity to manage your own book of business in an effort to grow and expand each account. Your daily focus will be driving customer adoption and retention through account management, strategy calls and regular business reviews. You’ll have the opportunity to work alongside leadership on a regular basis and gain experience and insight across multiple departments in a rapidly growing company. As a Customer Success Manager, you’ll develop your skills in customer engagement, project management, customer service and cross functional collaboration. 

Candidates must be based in the US, preferably in the greater Atlanta area.

Responsibilities

• Serve as the lead point of contact for all customer account management matters
• Build and maintain strong, long-lasting client relationships
• Negotiate renewal contracts and close agreements to maximize profits
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet revenue growth initiatives
• Forecast and track key account metrics to assess customer engagement, health, and potential risks of churn (e.g. quarterly sales results and annual forecasts)
• Prepare reports on account status
• Assist with challenging client requests or issue escalations as needed
• Manage onboarding process for new customers
• Become an expert in the Evident product offerings and capabilities as well as stay up to date on industry trends
• Train new customers on platform capabilities and best practices

Requirements

• Have a BS/BA degree or equivalent experience
• 1-3 years of customer success and/or account management experience; experience with SaaS platforms is a plus
• 2 years of experience in the insurance or 3rd Party Risk industries preferred
• Located within the greater Atlanta area preferred, but not required
• Expertise analyzing data and communicating impact to executive stakeholders
• Prior experience with account revenue growth and contract renewals
• Experience with Google sheets and business analytics tools like Tableau is preferred
• Exceptional organization and project management skills; certification in project management is a plus
• Experience with Customer Relationship Management (CRM) software such as Salesforce
• Prior experience in an onboarding or implementation role
• Have exceptional written and verbal communication skills
• High emotional intelligence - can establish and maintain lasting relationships
• Be goal oriented and a self starter, with the drive to work independently
• Have the desire to grow and continue to learn as you gain more experience

Why Evident?

• Our team solves a crucial problem with huge business potential together, and we are able to see exactly how our contribution affects customers!

• Competitive pay package, including base pay and stock options

• Full medical, dental, vision benefits and 401K

• Unlimited PTO

• Paid parental leave to support you and your family

• Home internet stipend, virtual events, & more!

• Recently named one of Atlanta's Coolest Companies & 50 on Fire by Atlanta Inno

• Recently named one of the Top 10 Fastest Growing Companies in Atlanta & one of the Best Places to Work in Atlanta by Atlanta Business Chronicle