Customer Success Manager

Swooped Logo
Swooped
United States, US
  • Hardware
  • FullTime
  • Applications have closed

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About the Opportunity

The key to achieving revenue triumphs lies in fostering robust, collaborative, and trust-based customer relationships. By collaborating seamlessly across teams, you will empower the organization’s most strategic customers to extract the maximum value from its products. Through continuous strategic initiatives, you will be instrumental in crafting future success narratives that showcase enduring partnerships and favorable outcomes for customers.

The organization is the Identity Intelligence OS that establishes Know Your Actor: control over people and agents, how risk is assessed, and how decisions are made across digital journeys. Built for an adversarial AI era, the organization replaces static verification with continuous identity control. As the only solution spanning IDs, biometrics, and payment cards, the organization delivers a real-time command center where signals, policies, and decisioning can be calibrated with granular precision.

Companies use the organization to adapt faster than fraud, optimize outcomes over time, and enforce trust at scale across onboarding, authentication, and every moment in between. In a recent year, the organization processed 2.9 billion identities across 195+ countries/territories. Its proprietary Fraud Lab generates 100,000+ images monthly for training and testing models, achieving 100% deepfake detection in DHS-powered testing.

Key Responsibilities

  • Drive deep product adoption by synthesizing customer data into actionable insights. You won’t just identify trends; you will correlate usage data with customer business goals to ensure solutions deliver measurable ROI.

  • Act as an advisor by aligning the organization’s evolving roadmap with the customer’s long-term objectives. You will serve as the “Voice of the Customer” internally, influencing product direction based on market-driven feedback.

  • Build and maintain multi-threaded relationships. You will conduct strategic business reviews that move beyond “support” and focus on KPIs that matter to the customer’s leadership.

  • Develop a clear understanding of the organization’s identity and intelligence solutions. You will translate complex technical updates into clear business value, ensuring customers understand how new features solve their specific vertical challenges.

  • Drive advocacy, adoption, and growth activities by understanding core markets/verticals and their business use cases with the organization’s offerings.

  • Proactively manage the commercial health of your book of business. This includes securing timely renewals and identifying high-propensity opportunities for upselling and cross-selling that align with the customer’s growth trajectory.

  • Own the lifecycle of the customer with a relentless focus on key performance indicators, including Gross Retention (GRR), Net Retention (NRR), CSQLs, and NPS/CSAT.

Required Qualifications

  • Bring more than 5 years of experience delivering service and support within a rapidly scaling, high-growth B2B SaaS environment.
  • Demonstrate a strong ability to build and maintain relationships with diverse customer stakeholders, including executive-level contacts—showcasing executive presence, driving consensus, and effectively de-escalating conflict when needed.
  • Possess strong technical aptitude, enabling you to understand complex solutions and analyze customer data to drive greater customer value and outcomes.
  • Are collaborative, curious, and creative, and excited to leverage these strengths to support customer growth and contribute to product innovation.
  • Are open to travel of up to 25% as part of supporting customer needs.
  • Ideally, come from industries such as Identity Verification, Document Verification, or Fraud Protection.

What the Role Offers

  • The opportunity to make a meaningful impact in a company that is scaling with clear ambition — where your work directly shapes outcomes and drives progress.
  • A people-first, high-performance culture where leadership sets clear goals, recognizes results, and actively supports professional growth.
  • A team of ambitious, open-minded professionals who value ownership, welcome new ideas, and continuously push the organization forward.
  • Unlimited PTO, built on trust and accountability — giving you the flexibility to recharge when needed.

Compensation

  • Base salary range of $115,000–$135,000 USD, plus bonus and equity. A 401(k) plan with employer match is offered, along with a comprehensive health benefits package. Final compensation depends on seniority, relevant experience, and performance throughout the selection process.

Additional Information

  • Department: Customer Success
  • Reports to: SVP of Customer Experience
  • Location: Hybrid/ Remote

The hiring company is an equal opportunity employer committed to diversity and inclusion in the workplace. This policy applies to all employment practices within the organization, from hiring to the end of your business relationship with us. Accordingly, this job advertisement is equally applicable to all people and the organization will make a hiring decision based solely on qualifications, merit, and business needs. Discrimination of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws, as well as internal policies and culture is prohibited.

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