Customer Success Manager

SHIELD is a device-first risk AI platform that helps digital businesses worldwide eliminate fake accounts and stop all fraudulent activities. SHIELD identifies the root of fraud with the global standard for device identification (SHIELD Device ID) and actionable risk intelligence, empowering businesses to stay ahead of new and unknown fraud threats. We are trusted by global unicorns like inDrive, Alibaba, Swiggy, Meesho, TrueMoney and more. With offices in San Francisco, Miami, London, Berlin, Jakarta, Bengaluru, Beijing, and Singapore, we are rapidly achieving our mission – eliminating unfairness to enable trust for the world.

Responsibilities

• Own the technical relationship during the implementation, collaborating with the customer and internal stakeholders to understand business goals and define an implementation strategy.
• Own the overall health and success of our customers, which include onboarding, adoption, ensuring value realization, and retention.
• Being the main point of contact for our customers and becoming a trusted and strategic advisor, driving best practices and innovation.
• Navigate product, engineering, sales & marketing to deliver the best experience to customers.
• Manage multiple implementations confidently and be able to prioritize enhancement requests.
• Work with product and engineering to continuously enhance the product while protecting the product roadmap delivery.
• Support the sales process by discussing the service offerings during sales presentations while providing input into proposal.

Requirements

• Minimum 5 years of experience in Customer Success or equivalent role at a SaaS technology company, focused on increasing customer satisfaction, adoption, and retention
• Minimum 2 years of experience in implementation management in a fast-paced environment
• Strong technical knowledge in software, web/mobile or cloud technologies
• Excellent written and verbal communication skills
• Strong project management skills and ability to be organized while juggling multiple projects and priorities
• Strong interpersonal skills with the ability to build relationships and influence decision making
• Problem solver with strong product sense, able to prioritize customer needs, dig into pain points, problem solve with customers, and clearly communicate product needs to product and engineering teams