Sr. Customer Success Enablement Manager - ID.me
Mountain View, CA
About the Job
Company Overview
ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don't need to create a new password when visiting sites that have the ID.me button. ID.me's digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.
ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company's "No Identity Left Behind" initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.
ID.me has received numerous awards including Deloitte's 2023 Technology Fast 500, Washington Business Journal's Fastest Growing Companies, Entrepreneur Magazine's 100 Brilliant Companies and Wall Street Journal's Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me's most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.
About the Role:
We're looking for a passionate, talented Customer Success Enablement Manager to join our GTM Enablement Team. In this role, you'll build, deliver, and scale high-impact programs for our internal Customer Success (CS) team to accelerate account growth and retention across our key verticals: Federal, State, Local, and Education, and Community teams.
As a trusted advisor, program lead and builder, you will play a critical role in partnering with CS leadership, business ops, and other partners to translate key sales and business strategies into training programs and resources aimed at driving customer satisfaction, renewals, and customer lifetime value.
What You'll Do:
- Conduct research and validate proven customer success approaches and habits of top-performing customer success managers and CS Managers
- Create CSM programs, resources, and tools to increase our CS team's knowledge, competence, and confidence in serving our clients and our business
- Develop and execute Value Selling program to help reps enhance customer success techniques, drive expansion opportunities, and accelerate renewals
- Develop ever learning program for CS focused on enhancing competencies in these areas: buyer, industry, product, competitive, tools, and client engagement skills and knowledge
- Develop multi-faceted programs and resources to empower our CSM managers as coaches, and identify opportunities to grow and advance high-performing CSMs
- Develop onboarding experience for CSM New Hires aimed at reducing time to ramp and CSM confidence
- Create and maintain enablement content such as interactive workshops, on-demand courses, playbooks, simulations, resources, and on-the-job support to drive real behavior change and establish good CS habits
- Identify, design, and maintain CSM certification opportunities to drive accountability, engagement, and measure program success across priority programs
- Define and track Customer Success Enablement program success metrics that are aligned to our broader CS organization's key performance indicators
- When training isn't the answer, partner with key stakeholders to identify opportunities to accelerate CS productivity and effectiveness
What We Can Expect From You:
- 10 years of experience in enablement, training development, and/or program management for customers success teams and/or sales teams
- Demonstrated experience in sales and familiarity with value based methodologies and supporting customers throughout their client lifecycle through renewals
- Ideally have experience working in B2B and public sector
- You've worked in fast-paced, agile environments and love building new and innovative programs from ground zero
- Skilled at translating sales strategies and approaches into program strategy and well-written learning content
- Own the program development and implementation experience from end to end
- Experience in developing on-demand and in-person learning experiences utilizing user-centered design principles
- Strong ability to analyze, interpret, and act upon data: You have the ability to assess the root cause of a problem and develop an appropriate solution
- Strong presentation, communication, interpersonal, and negotiation skills
- Strong collaborative spirit, open to diverse perspectives, and new ideas
- Genuinely likes helping others and has a service-oriented mindset
ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.
Please review our Privacy Policy, including our CCPA policy, atid.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.
ID.me participates in E-Verify.
