About the Business
LexisNexis Risk Solutions is a global leader in data and analytics, helping organizations across industries make smarter decisions to reduce risk, improve operations, and drive growth. Within the LexisNexis Risk Solutions Group, IDVerse is at the forefront of identity verification technology — using advanced AI and biometrics to help businesses verify users quickly, securely, and with confidence. Together, they deliver cutting-edge solutions that empower businesses to balance innovation, security, and trust.
About the Team
You’ll be joining a highly collaborative and customer-focused team that’s passionate about helping clients achieve success through intelligent identity verification solutions. The team values open communication, knowledge sharing, and continuous improvement — working closely across product, sales, and support to deliver an exceptional customer experience. Leadership places strong emphasis on professional growth, encouraging innovation and proactive problem-solving.
About the Role
The Senior Customer Success Manager plays a pivotal role in ensuring customers gain maximum value from IDVerse’s identity verification products. This position focuses on building and maintaining trusted client relationships, driving product adoption, and ensuring customer satisfaction and retention.
You’ll serve as both a strategic advisor and a team coach, mentoring Customer Success professionals while partnering with customers to uncover opportunities for growth, address challenges, and enhance their overall experience.
Experience in identity verification (IDV) technology or AI-driven solutions is highly desirable and will be a strong advantage.
Key Responsibilities
- Manage and grow client portfolios to ensure satisfaction, adoption, and retention.
- Drive business growth by maximizing customer value and engagement.
- Analyze customer data to identify trends and improvement opportunities.
- Lead onboarding, training, and product demonstration sessions.
- Develop and refine onboarding and customer success processes.
- Act as a trusted liaison between clients and internal teams to resolve challenges effectively.
- Gather and incorporate customer feedback into product and process improvements.
- Implement proactive strategies to minimize churn and drive renewal success.
- Coach, mentor, and develop members of the Customer
- Success team.
Skills and Experience
- Proven experience in customer-facing roles within software or technology, preferably in the U.S. market.
- Strong leadership abilities and experience managing or developing teams.
- Excellent communication and presentation skills.
- Skilled in managing multiple priorities in a fast-paced environment.
- High computer literacy and comfort with learning new platforms.
- Strong analytical and problem-solving skills with a proactive approach.
- Experience with customer documentation, playbooks, or process optimization.
- Knowledge of requirements gathering and user experience design is a plus.
- Passion for new technology, innovation, and AI solutions.
Company Culture
At LexisNexis Risk Solutions and IDVerse, you’ll find a culture that values kindness, collaboration, and transparency.
Team members are:
- Approachable, organized, and calm under pressure.
- Clear communicators who value fairness and mutual respect.
- Adaptable to change and passionate about innovation.
- Proactive problem-solvers with a positive outlook.
- Driven by purpose — helping businesses stay secure through industry-leading technology.
U.S. National Base Pay Range: $84,900 - $141,600. Geographic differentials may apply in some locations to better reflect local market rates.
Base Pay Range for CO is $84,900 - $141,600. Base Pay Range for IL is $89,200 - $148,700. Base Pay Range for Chicago, IL is $93,400 - $155,800. Base Pay Range for MD is $89,200 - $148,700. Base Pay Range for NY is $93,400 - $155,800. Base Pay Range for New York City is $97,700 - $162,800. Base Pay Range for Rochester, NY is $80,700 - $134,600. Base Pay Range for OH is $80,700 - $134,600.
This job is eligible for an annual incentive bonus.
