Vouched

Manage customer accounts to drive revenue growth and perform technical troubleshooting using APIs and SQL while collaborating with product teams. | 4+ years in Customer Success or Technical Account Management in B2B SaaS with proficiency in APIs, JSON, and SQL. | About us Vouched is the leading AI-powered identity verification platform that securely verifies the identities of both AI agents and humans. Vouched enables enterprises to confidently trust digital interactions. Used by organizations around the world, Vouched verifies millions of human and AI agent identities annually, delivering unmatched speed, accuracy, and regulatory compliance. Overview of the role We’re looking for a highly adaptable Customer Success Manager who thrives in fast-moving startup environments and enjoys balancing customer relationships, revenue growth, technical troubleshooting, and operational execution. This is a hands-on role with broad ownership. You’ll manage a book of business while helping customers maximize the value they receive from the platform and identify opportunities for long-term growth. Success in this role requires someone who is proactive, resourceful, technically curious, commercially minded, and comfortable figuring things out independently in an evolving environment. This is a hands-on startup environment where team members operate across customer success, technical troubleshooting, support, and revenue growth. The right person will enjoy variety, autonomy, and solving problems in a fast-paced startup environment. What you will doCustomer Growth and Revenue Expansion Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution Be accountable for revenue-related outcomes tied to your book of business Customer Engagement & Execution Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions Create clear next steps, action plans, and customer communication after meetings Manage multiple competing priorities and customer requests simultaneously Maintain accurate CRM data, account documentation, and internal tracking Help improve and shape customer success processes as the company scales Technical Troubleshooting & Product Engagement Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends Serve as the first point of coordination during customer escalations and drive issues toward resolution Partner closely with engineering and product teams while independently managing customer communication and investigation Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders Support & Operational Ownership Participate in shared customer support coverage and escalation management as part of the Customer Success team Jump into urgent customer situations with a solutions-oriented mindset Help identify recurring customer issues and improve internal documentation, workflows, and operational processes Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving Cross-Functional Collaboration Share structured customer feedback with Product and Engineering teams Advocate for customer needs while balancing business priorities Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency What Makes Someone Successful in This Role This role is a strong fit for someone who: Enjoys working in a fast-moving startup environment with evolving priorities Is comfortable wearing multiple hats and operating with high ownership Likes solving problems independently and figuring things out without waiting for perfect process or documentation Can move comfortably between executive customer conversations and hands-on troubleshooting Is motivated by measurable business outcomes and accountability Has a strong “roll up your sleeves” mentality and a bias toward action Thrives in environments where adaptability, resourcefulness, and learning quickly are critical 4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role Experience working at an early-stage or high-growth B2B SaaS company Strong communication and relationship management skills with both business and technical stakeholders Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously Comfortable troubleshooting technical issues and navigating ambiguity independently Experience working with APIs, JSON, logs, developer documentation, or technical workflows Experience writing basic SQL queries or working with customer/product data Strong organizational skills and attention to detail in a fast-moving environment Strong Plus (Not Required) Experience in identity verification, fintech, healthcare, or regulated industries Familiarity with Snowflake or similar data warehouses Experience supporting API-based or highly technical SaaS products Experience participating in support rotations or escalation management Exposure to onboarding, implementation, or workflow configuration Ability to work core hours aligned with Pacific / Mountain Time Equity compensation Remote-first environment Flexible PTO and 11+ annual company holidays 401k Medical, dental, and vision coverage Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot) Paid parental leave Pay scale: $130-160k OTE This is a remote role - however, you must be based in the US (US work authorization required)

Manage end-to-end customer onboarding projects, deliver training, provide technical triage and support, collaborate with sales and product teams, and continuously improve onboarding processes. | 5+ years in B2B SaaS implementation or technical account management, proficiency in SQL and APIs, experience delivering customer training, strong project management and communication skills. | About us Vouched is the leading AI-powered identity verification platform that securely verifies the identities of both AI agents and humans. Vouched enables enterprises to confidently trust digital interactions. Used by organizations around the world, Vouched verifies millions of human and AI agent identities annually, delivering unmatched speed, accuracy, and regulatory compliance. Overview of the role The Implementation Manager will own the end-to-end onboarding process for new customers, ensuring fast time-to-value and a seamless customer experience. You’ll be the project driver for implementations — coordinating customers, the Solutions Consultant, and internal stakeholders — while also serving as second-line technical triage for Customer Success and providing backup coverage for support. In addition, you’ll occasionally partner with Sales and Solutions Consultants in pre-sales cycles to provide technical expertise, demo workflows, and guide customers on best practices. A key part of this role is delivering customer training on how to use the Vouched platform and dashboard. You’ll ensure customers not only launch successfully but also feel confident managing their workflows, reporting, and day-to-day use of the product. This role blends structured project management, customer relationship building, technical troubleshooting, training delivery, and pre-sales collaboration. The right person thrives in a startup environment, can manage multiple stakeholders, and knows how to both push projects forward and dive into technical details when needed. What you will do Customer Onboarding & Project Management • Own implementation projects from kickoff to go-live, ensuring customers achieve success quickly. Deliver customer training sessions on the Vouched dashboard and key workflows. • Develop and maintain reusable training materials (decks, recordings, documentation) to scale customer education. Pre-Sales Collaboration • Partner with Sales and Solutions Consultants to provide technical support in customer evaluations and demos. • Guide prospects through platform capabilities, dashboard workflows, and integration considerations. • Serve as a trusted advisor on best practices to ensure smooth transition from pre-sales to implementation. Technical Triage & Support • Act as second-line triage for the Customer Success Managers on customer issues requiring deeper technical investigation. • Run SQL queries (Snowflake or similar) to analyze data and troubleshoot onboarding and post-launch issues. • Read and interpret API documentation and developer references to support integrations and reproduce customer issues. • Document and escalate issues clearly to Product and Engineering when fixes are required. • Participate in support coverage rotation, handling escalated tickets to ensure timely resolution. Cross-Functional Collaboration • Partner closely with Solutions Consultants and Sales during pre-sales, and with Customer Success Managers post-implementation, to ensure a seamless end-to-end customer journey. • Provide structured feedback loops to Product and Engineering on recurring onboarding and support issues. Continuous Improvement • Track and report on onboarding KPIs (e.g., time-to-go-live, implementation success rate, customer health at 30 days). • Build implementation playbooks, training resources, and troubleshooting guides to help scale the team. • Identify opportunities to streamline onboarding and reduce time-to-value. Requirements • 5+ years in customer-facing implementation, technical account management, or project management roles within B2B SaaS. • Strong project management skills — proven track record of managing multiple concurrent implementations. • Technical aptitude: • * Proficiency in SQL (Snowflake or similar). • Comfort with APIs and developer documentation. • Experience triaging technical issues and collaborating with engineering to resolve them. • Experience delivering customer training sessions — comfortable presenting dashboards, workflows, and reporting features to both technical and business users. • Strong customer relationship management skills with both technical and executive stakeholders. • Driver mentality — proactive, decisive, and skilled at managing multiple stakeholders. • Excellent communication skills for simplifying technical topics and influencing across teams. Preferred • Experience in identity verification, fintech, or healthcare SaaS. • Familiarity with support tools (e.g., Zendesk). Benefits • Equity compensation • Remote-first environment • Flexible PTO and 11+ annual company holidays • 401k • Medical, dental, and vision coverage • Wellness benefits (EAP, LifeHealth Online, One Medical, Perkspot) • Paid parental leave • Pay scale: $120-180k OTE This is a remote role - however, you must be based in the US (US work authorization required)