Customer Success Team Lead

About Prove

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove's phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove's platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Prove, follow us on LinkedIn.

Prove is driving the future of digital identity. We are looking for Provers who know how to make an impact. We're talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.

Prove has big plans, and we're excited about the future. If this sounds like the place for you – come join our team!

Position Summary

The Customer Success Team Lead is responsible for driving customer adoption and success. They must be a leadership and relationship management expert who is able to maintain a deep knowledge of the client's business objectives, industry and how Prove delivers value. This role will not only be the primary point of contact for clients but will also coach a team of Customer Success Managers and Consultants to meet overall corporate objectives. This role will focus on providing day-to-day management of Customer Success team members, improving the overall structure of the Customer Success program, delivering the highest client satisfaction to our top tier accounts, as well as protecting and growing revenue.

The Customer Success Team Lead will work with internal teams to balance, meet and exceed customer expectations and perceptions. This includes understanding various post-sale adoption methods and devising ways to measure and improve to ensure the customer onboarding and handoff experience is world-class. This role will also provide ongoing assistance to leadership in order to improve the overall structure of the Customer Success organization.

This role will be the primary owner of communication with their assigned clients via regular engagement to ensure we deliver upon the expected business value. The successful candidate will understand any customer concerns and facilitate resolution using both client and Prove resources efficiently, including managing the escalation of support inquiries as needed.

What You Are Accountable For

As a member of the Customer Success organization, the Customer Success Team Lead will:

• Manage clients based on the following Customer Success Manager guidelines:
• Effectively manage assigned projects which may include data vendor partnerships, compliance/regulatory administration, internal project documentation, documenting client technical specifications for engineers and ongoing maintenance
• Establish reputation as trusted partner
• Identify client business requirements, define use cases, and understand data sources to match compelling customer pain points with product capabilities
• Support the Implementation Manager during the customer onboarding process
• Lead a team of Customer Success Managers and Consultants and participate in onboarding and training of new team members
• Partner with internal project teams to define current and projected work flows that translate business requirements to specifications
• Assist in achieving our corporate objectives on brand NPS, customer pass-rates and NPS, platform resilience, data privacy and platform and data security.
• Promote, maintain and enhance our cultural values of humility, passion, inclusion and leadership;
• Exceptional communication with mid to executive level internal and external customers
• Identify, pursue and deliver account expansion within live use cases
• Act as the client's internal advocate at Prove
• Train clients in the use of our solutions
• Achieve revenue goals through live client volume management and client contract renewals
• Keep the company informed on market intelligence regarding the identity verification and authentication markets.
• Identify and create opportunities for boosting revenue as a result of customer satisfaction
• Conduct quarterly business reviews, presenting the status of the Prove relationship, active project(s) and the value achieved
• Own Customer Revenue forecasting and reporting
• Develop cross team efficiency and process improvements to support overall success of organization
• Strong passion for learning our products and markets through in-house and external training.
• Capture, track, manage and report on customer "Pass Rate" as customer-facing success KPI

What We Require

• 4-6 years of experience in a customer-facing role such as account management or sales in a high-growth tech startup going from $50m to $200m in ARR.
• 1-2 years of experience managing a customer facing team
• Aptitude and passion for technology, KPIs, data, business cases
• Ambition and desire to grow and expand your career
• Bachelor's Degree
• Track record of building and maintaining successful client relationships
• Excellent written and verbal communication and presentation skills

Travel: 30%

This position description should not be considered the final description of the position. The position description is not intended to be an all-inclusive list of duties and standards of the positions. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate's capabilities and changing business conditions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The salary range for this role is $110,000 - $125,000 plus company bonus. Offered salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Benefits & Perks for FTE Provers:

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• 12 paid holidays for all global employees 📅
• Healthy lunches catered and bottomless snacks & beverages for all office locations
• Emotional & Physical Wellness – Access to wellness services (EAP, Gympass, Prove Well-Being Reimbursement)
• 401(k) Retirement Plan & Match
• A great place to work and connect with other talented Provers like yourself!
• Professional Development Coaching via Bravely
• Comprehensive medical benefits for you and your family ❤️
• Unlimited Vacation and Flexible hours

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Prove we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

This position description should not be considered the final description of the position. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate's capabilities and changing business conditions.

Prove is an equal opportunity employer committed to providing equal employment opportunity for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics.