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. There is a strong emphasis on professional growth, innovation, and proactive problem-solving. About the Role The Customer Success Manager plays a key role in ensuring customers gain maximum value from IDVerse’s identity verification products. This position focuses on building strong client relationships, driving product adoption, and ensuring customer satisfaction and retention. You’ll serve as a trusted advisor to customers, partnering with them to understand their goals, address challenges, and enhance their overall experience with IDVerse’s solutions. Experience in identity verification (IDV) technology or AI-driven solutions is highly desirable and will be a strong advantage. Key Responsibilities - Manage a portfolio of clients to ensure satisfaction, adoption, and retention. - Build trusted relationships with customers and act as their primary point of contact. - Drive customer engagement and maximize value from IDVerse solutions. - Lead onboarding, training, and product demonstration sessions. - Monitor customer usage and performance to identify trends and improvement opportunities. - Act as a liaison between customers and internal teams to resolve issues and support product adoption. - Gather and share customer feedback to support product and process improvements. - Implement proactive strategies to support renewals and minimize churn. Skills and Experience - Proven experience in customer-facing roles within software or technology, preferably in the U.S. market. - Strong relationship-building and account management skills. - Excellent communication and presentation abilities. - Ability to manage multiple priorities in a fast-paced environment. - High computer literacy and comfort learning new platforms. - Strong analytical and problem-solving skills with a customer-first mindset. - Experience with customer onboarding, documentation, or success playbooks is a plus. - Knowledge of identity verification, AI, or digital identity solutions is an advantage. - Passion for technology, innovation, and delivering exceptional customer experiences. 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: $71,600 - $119,400. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $71,600 - $119,400. Base Pay Range for IL is $75,200 - $125,500. Base Pay Range for Chicago, IL is $78,700 - $131,400. Base Pay Range for MD is $75,200 - $125,500. Base Pay Range for NY is $78,700 - $131,400. Base Pay Range for New York City is $85,900 - $143,300. Base Pay Range for Rochester, NY is $71,600 - $119,400. Base Pay Range for OH is $68,000 - $113,400. Base Pay Range for NJ is $80,927- $129,273. This job is eligible for an annual incentive bonus. Application deadline is 04/24/2026. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights.

• The Customer Success Manager (CSM) drives measurable customer outcomes through disciplined program management of Success Plan and Get Well Plan execution. • The CSM ensures customers realize verified value from the solutions they have purchased by orchestrating cross-functional resources, proactively identifying risks, escalating when necessary, and maintaining accountability to defined outcome objectives. • This role serves as the central point of coordination, governance, and momentum to ensure customer success is intentional, measurable, and achieved.

• Conduct territory analysis and planning for dedicated geographies to identify top potential partners, develop relationship with key decision makers on partner side and maintain a regularity/frequency of contact with every partner depending on priority • Align with Acronis Cloud Distributors for joint activities for channel enablement and drive quarter over quarter cloud revenue growth working through assigned partners • Train new and existing partners with existing and new products, support new partners on daily basis on business and technology development, and guide them through onboarding and enablement stage equipping with all needed knowledge, resources and tools • Perform account planning with all managed partners with level of certain details depending on partner’s engagement, loyalty and responsiveness • Motivate and enable partners to sell Acronis services to existing customer base of the partner, attract new customers to partner and help to retain existing customer to partner • Drive partner’s satisfaction and acting as a trusted advisor and single point of contact throughout the entire partner lifecycle • Drive successful upsell/cross sell initiatives with partner to increase new services attach rate • Engage and orchestrate all needed internal resources to help dedicated partners’ growth, including Presales and Technical support teams • Profile every managed partner on vendors and tools they sell/use putting all information into Partner Passport. Every CSP Passport should have not less than 80% fields filled out • Know partner’s lifecycle management and be able to lead a partner along it through a set of regular activities focused on educating, evangelizing, making committed Key KPIs: Total Revenue from signed partners, churn rate (% of partners leaving the program), number of Acronis services sold through the partner

• Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction. Lead strategic check-ins, business reviews, and planning conversations that align Wisedocs to customer operational goals. Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders. • Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning. Proactively identify value gaps or risks well ahead of renewal timelines. Prepare executive-level business impact summaries, usage insights, and alignment materials. You will approach renewals as a continuation of partnership, grounded in demonstrated value, operational outcomes, and trust. • Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends. Respond quickly and empathetically to escalations, providing clear timelines and follow-up. Partner cross functionally to drive resolution. Maintain structured documentation of issues, root causes, and action plans. • Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support. Work within a pod structure to ensure coordinated support for large carriers. Surface patterns from customer files and behaviours to inform product roadmap discussions. Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success motion.