Customer Success Manager

SHIELD is a device-first risk intelligence company. We are dedicated to helping organizations worldwide eliminate fake accounts and all malicious activity. Leveraging AI, we identify the root of fraud with the SHIELD Device ID and provide actionable risk intelligence in real time, helping all online businesses stop fraud, build trust, and drive growth. 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,