Posted 2 months ago

Customer Success Manager

AtlantaHybridFull-time

AI Summary

Customer Success Manager at Evident ID partners with customers to drive adoption and retention, manage account strategy, and own renewals for an enterprise compliance and identity platform.

About this role

The world’s largest organizations rely on Evident to help them protect their business and brand from third-party risk. Our game-changing technology - which enables the secure exchange of risk data like proof of insurance, identity, business registration, and other information - helps our customers verify that their partners have all of the required credentials to do business.

In today’s new remote-first, ever-changing regulatory environment, our secure, privacy-first enterprise platform, accessible via web portal or API, provides a highly scalable and configurable solution to manage communications, storage, decisioning, and ongoing monitoring of credentials.

Evident is a VC-backed technology startup, headquartered in Atlanta, GA. Learn more at evidentid.com.

Evident is looking for a motivated individual to join our growing Customer Success Team as a Customer Success Manager. As the go-to point of contact for our customers, you’ll have the opportunity to manage your own book of business in an effort to grow and expand each account. Your daily focus will be driving customer adoption and retention through account management, strategy calls and regular business reviews. You’ll have the opportunity to work alongside leadership on a regular basis and gain experience and insight across multiple departments in a rapidly growing company. As a Customer Success Manager, you’ll develop your skills in customer engagement, project management, customer service and cross functional collaboration.

Candidates must be based in the greater Atlanta area.

Key Responsibilities

Customer Relationship & Account Management

Serve as the primary point of contact for assigned customer accounts post-sale

Build trusted advisor relationships with customer stakeholders and executives

Lead onboarding, ongoing enablement, and regular business reviews

Adoption & Value Realization

Drive product adoption aligned to customer goals and use cases

Proactively identify risks to retention and take action to mitigate churn

Ensure customers clearly understand and achieve measurable value from Evident’s solutions

Own solution design and configuration during implementation, translating customer risk/compliance requirements into platform configuration

Serve as the internal expert on how insurance and compliance requirements map to platform rules and decisioning logic

Renewals & Expansion

Own customer renewals

Identify and support expansion opportunities based on customer needs and outcomes

Maintain accurate forecasting and account health reporting

Cross-Functional Collaboration

Partner with Sales, Support, Product, and Engineering to advocate for customers

Provide structured feedback on customer trends, product gaps, and opportunities

Coordinate internal resources to resolve issues and deliver a strong customer experience

Operational Excellence

Maintain accurate account data, notes, and health metrics in CRM

Follow defined Customer Success processes while helping improve them over time

Contribute to playbooks, best practices, and scalable CS motions

Requirements

3–6+ years of experience in Customer Success, Account Management, or a related client-facing role

Prior experience in an onboarding or implementation role

Experience managing a book of business with renewal and retention responsibility

Experience working with insurance certificates (COIs), policy documents, or contract/compliance requirements - ability to read & interpret coverage terms, limits, and endorsements

Ability to translate complex business or contractual requirements into system configurations (workflow rules, decisioning logic, or similar platform setup)

Strong communication and presentation skills, including executive-level conversations

Proven ability to manage multiple accounts and priorities simultaneously

Comfort working with CRM and CS platforms (Salesforce experience strongly preferred)

Experience in SaaS, B2B technology, identity, security, or compliance solutions

Familiarity with customer health scoring and success metrics

Experience supporting mid-market and/or enterprise customers

Data-driven mindset with the ability to translate insights into action

Skills

B2BContract/compliance RequirementsCRMCustomer Health ScoringCustomer Success PlatformsInsurance Certificates (COIs)Policy DocumentsSaaSSalesforceSuccess Metrics

Customer Success Manager

About this role

Key Responsibilities

Requirements

Skills

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