Strategic Customer Success Manager

Job description

SentiLink https://www.sentilink.com/ provides innovative identity and risk solutions, empowering institutions and individuals to transact with confidence. We’re building the future of identity verification in the United States replacing a clunky, ineffective, and expensive status quo with solutions that are 10x faster, smarter, and more accurate. We’ve seen tremendous traction and are growing extremely quickly. Our real-time APIs have helped verify hundreds of millions of identities, starting with financial services and rapidly expanding into new markets. SentiLink is backed by world-class investors including Craft Ventures, Andreessen Horowitz, NYCA, and Max Levchin. We’ve earned recognition from TechCrunch, CNBC, Bloomberg, Forbes, Business Insider, PYMNTS, American Banker, LendIt, and have been named to the Forbes Fintech 50 https://www.forbes.com/companies/sentilink/?list=fintech50. We have also been named a 2026 FICO Industry Vanguard Decision Award Winner https://www.businesswire.com/news/home/20260330439998/en/SentiLink-Named-a-2026-FICO-Industry-Vanguard-Decision-Award-Winner-for-Leadership-in-Identity-Theft-Detection. Last but not least, we’ve even made history - we were the first company to go live with the eCBSV https://resources.sentilink.com/blog/sentilink-makes-history-as-first-ecbsv-provider and testified before the United States House of Representatives https://resources.sentilink.com/media/sentilinks-statement-before-the-house-financial-services-committee on the future of identity. SentiLink supports a variety of ways to work, ranging from fully remote to in-office. We operate as a digital-first company with strong collaboration across the U.S. and India. We maintain physical offices in Austin, San Francisco, New York City, Seattle (Bellevue), Los Angeles, and Chicago in the U.S., and in Gurugram (Delhi) and Bengaluru in India. If you’re located near one of these offices, we would love for you to spend time in the office regularly. Some roles are hybrid or in-office by design. For example, our engineering team in India works primarily from our Gurugram office. ROLE: As a Strategic Customer (Partner) Success Manager at SentiLink, you’ll be responsible for providing our customers with the highest level of service and business insight. Your role will include onboarding new clients and setting up business objectives with each customer. RESPONSIBILITIES: - Own the relationships for strategic accounts across our bank, credit union, and fintech customers - Develop an extremely in-depth understanding of the fraud domain and SentiLink’s products - Handle onboarding activities: dashboard training, account setup, setting initial SentiLink usage recommendations, etc. - Meet with customers on a regular basis after onboarding (sharing performance data, product updates, exploring new products, handling renewals) - Take a consultative approach - be able to understand what fraud situations partners are dealing with, and come up with potential solutions (even if it doesn’t include SentiLink’s own products!) - Establish business goals with each client and establish a plan to achieve targets REQUIREMENTS: - 7-9 years experience as an advisor, consultant, Customer Success Manager or Account Manager in the Fraud and/or Identity space - Collaborate closely and share insights with cross-functional teams to maintain customer centric culture throughout SentiLink: Sales, Data Science, Product, Fraud Intelligence and Engineering - Partner with Sales during pre and post sales - Experience with Salesforce and Salesloft, a plus - Self-motivated, detail-oriented, with a big appetite for making our partners successful - Willingness to travel up to 15% of the time to visit clients and for industry relevant conferences - Candidates must be legally authorized to work in the United States and must live in the United States SALARY RANGE: - $160,000/year - $190,000/year base + bonus + equity + benefits PERKS: - Employer paid group health insurance for you and your dependents - 401(k) plan with employer match (or equivalent for non US-based roles) - Flexible paid time off - Regular company-wide in-person events - Home office stipend, and more! CORPORATE VALUES: - Follow Through - Deep Understanding - Whatever It Takes - Do Something Smart