VP of Customer Success

Vouched · United States (Remote) · Full-time · Posted 2026-10-20

Workplace: remote

Department: Customer Success

Description

About Vouched

Vouched is the identity trust layer for businesses that need to know who they are dealing with across every touchpoint, every interaction, and every channel. We deliver consumer-grade technology built for the future of identity, enabling businesses to verify the people they serve through a full spectrum of methods: physical IDs, Digital IDs, and consumerized AI agents. Our platform is obsessed with the consumer experience: fast, intuitive, and built to meet people where they are.

Identity used to be a solved problem at the front door — verify the human once, let them in, and you’re done. That world is over. Today, AI agents browse your site, call your APIs, and initiate transactions using real user credentials, acting on behalf of humans who may have no idea what their agent is doing in their name. Vouched was built for both worlds: the human identity problem that has always existed, and the agent identity problem that is just beginning.

About the Role

Vouched is at an inflection point. Our IDV product serves customers across fintech, healthcare, auto, notary, and beyond. Our KYA product — Know Your Agent — is building the trust infrastructure for the agentic web and is in active deployment. Both products are growing. Both require a CS function that can keep pace.

We’re looking for a VP of Customer Success who is wired around one metric: NRR. Not satisfaction scores as a vanity exercise. Not QBRs as theater. Net Revenue Retention as the honest signal of whether customers are getting value, staying, and growing with us.

This leader will own the full post-sale motion — from onboarding through renewal and expansion — across two differentiated product lines, a growing customer base, and a CS team that is small, capable, and hungry to be built into something excellent. You’ll inherit a solid foundation and a team that cares deeply. Your job is to build the playbook, run it with discipline, and flex it as the market moves — because in identity, the market always moves.

This is not a role for someone who needs a mature organization to operate in. It is a role for someone who thrives when the environment is fast, the product is evolving, and the team is counting on you to have a clear point of view and share it early.

Requirements

What You’ll Do

Own NRR. Set the target, track the signal, diagnose the gaps, and build the team around closing them.
Define and execute the CS playbook — onboarding, adoption, health monitoring, renewal, and expansion — and hold the team accountable to it while staying willing to rewrite it when the market requires.
Lead, develop, and grow a CS team of CSMs and implementation specialists. Coach proactively, not reactively. Invest in people before they need saving.
Build the systems and habits that surface risk before it becomes churn. No firefighting after the email arrives — you want to be the reason the email never comes.
Partner with Product on the feedback loop from customers to roadmap. Partner with the CEO and leadership team on customer health as a company signal.
Own the customer journey from contract through renewal — onboarding timelines, adoption milestones, check-in cadences, escalation paths, and executive sponsorship for accounts that need it.
Operate in Pigeon, Vouched’s homegrown CRM, and help shape how the CS team uses it to manage forecasting, renewals, and account health at scale.
Represent the voice of the customer inside Vouched. When something isn’t working for customers, you’re the one who says it clearly and early, before it shows up in churn.
Build the renewal outreach motion: 90/60/30-day cadences, templated touchpoints, risk flagging, and a clean handoff protocol so CSMs are never caught off guard at renewal.
Report customer health and NRR trajectory to leadership with honesty and specificity. No vanity metrics, no spin.

What We’re Looking For

You have built or significantly scaled a CS function at a SaaS company, and NRR was your number. You know how to own a metric end to end.
You have a strong point of view on what a great CS playbook looks like — and you’ve run one at a company where the product, market, or team was changing faster than you’d like.
You’re a builder and a coach. You get energy from developing the people around you, not just from landing the deal or saving the account yourself.
You communicate proactively. You surface problems when they’re small, share context before it’s asked for, and give your team and leadership enough runway to act. You do not sit on bad news.
You’re comfortable with ambiguity. Vouched serves two distinct product lines — IDV and KYA — each with its own customer profile, use case, and maturity curve. You can hold both.
You know how to balance rigor (playbooks, processes, forecasting) with adaptability (the customer who doesn’t fit the playbook, the product that just changed, the market that shifted overnight).
You’ve worked with enterprise, mid-market, and SMB customers and know how to calibrate your team’s motion for each segment.
You have experience with CRM and CS tooling, and you’re not precious about which tool — you care that the data is clean and the team is using it.

What Success Looks Like in Year One

NRR is up. You know what moved it, what you’d do differently, and what comes next.
The CS playbook is documented, staffed, and running. Every CSM knows their accounts, their health scores, and their renewal dates — and they knew them 90 days out.
No account churns without the team seeing it coming. Escalations are handled early. Customers who leave do so gracefully, and you understand why. Last impressions are just as important as first impressions
The team is stronger than when you arrived — better coached, better resourced, and more confident in how to do their jobs.
Product and Sales trust CS as a strategic partner, not just a support function. The feedback loop from customers to roadmap is real.
Pigeon reflects the truth of the customer base — health scores, renewal pipeline, and expansion signals are accurate and useful.
CS owns the expansion motion end-to-end

Benefits

Flexible paid time off
Healthcare
Dental
Vision
401k
Equity compensation
Flexible remote, work-from-home arrangements
Parental leave

Competitive base salary, performance-based bonus tied to NRR targets. Details shared in the first conversation.

Apply

Apply at Vouched

About the company

Vouched provides digital identity verification for businesses by using AI and computer vision to confirm customer identities online. It analyzes biometric and document data, including ID verification and liveness checks, while protecting data with AES-256 and TLS. Its pricing is subscription-based with usage metrics tied to successful verifications, making revenue align with the value delivered. The goal is to offer a scalable, secure, and efficient verification process for industries like automotive, eCommerce, and finance while helping brands prevent fraud and stay compliant.

Company Size

51-200

Company Stage

Series A

Total Funding

$32.6M

Headquarters

Seattle, Washington

Founded

2018

Get referred to Vouched

See people who can refer or advise you

Simplify's Take

What believers are saying

Epic listed Vouched for MyChart on 2026-03-16 and EpicCare Link on 2026-06-16.
Vouched partnered with Abstractive Health in March 2026, replacing fax-based clinician handoffs.
Wink and cheqd integrations expand Vouched into agentic commerce and decentralized trust rails.

What critics are saying

Epic and healthcare buyers can standardize around native workflows, squeezing standalone IDV vendors by 2027.
KYA-OS and cheqd open standards let rivals clone agent identity features without Vouched lock-in.
Epic removal from MyChart or EpicCare Link would cut Vouched’s core pipeline overnight.

What makes Vouched unique

Vouched won Kantara IAL2 RTO on 2026-06-23, validating regulated remote proofing.
Vouched now spans Epic MyChart and EpicCare Link, covering patients, clinicians, and staff.
Vouched donated KYA-OS to DIF, pushing open agent identity standards beyond proprietary APIs.

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Benefits

Remote work
Stock options
Flexible PTO
Comprehensive Insurance
401(k)

Growth & Insights and Company News

Headcount

6 month growth

-6%

1 year growth

2 year growth

Vouched

Aug 12th, 2026

Vouched Named a Silver Award Winner in Two Categories at the 2026 Cybersecurity Excellence Awards

* home * news * Vouched named a Silver Award Winner in Two Categories at the 2026 Cybersecurity Excellence Awards. Vouched has been named a Silver Award Winner in Two Categories at the 2026 Cybersecurity Excellence Awards Vouched has been recognized with two Silver Awards in the 2026 Cybersecurity Excellence Awards. Vouched Identity Verification won Silver in the AI Security Solution category, and Agent Checkpoint won Silver in the AI Agent Identity Security category. Generative AI has made identity fraud cheap and scalable. Deepfakes, synthetic identities, and forged documents that once took real skill now take minutes, and they slip past the manual checks and static rules that most verification systems still rely on. Vouched Identity Verification was built to counter that shift: it analyzes government IDs and live selfies in real time, catching deepfakes, face manipulation, synthetic identities, and document tampering that rules-based systems miss. Verification runs in seconds, works across devices, and is already deployed in production across regulated industries like healthcare, where identity assurance isn't optional. The platform also supports age verification, using the same biometric analysis to confirm who a user is while protecting their privacy. Identity doesn't stop at humans anymore. AI agents are already showing up in the wild on business websites, accepting terms, initiating purchases, and accessing sensitive data, often with no explicit human sign-off. Across Vouched's customer base, agent traffic already ranges from 0.5% to 16% of all incoming visits. Agent Checkpoint, its agent identification and permissioning suite, gives organizations visibility and control over that traffic: detecting which agents are interacting with a platform, enforcing policy on what they're allowed to do, and governing verified agents under explicit, auditable permissions. It's built on KYA-OS, Vouched's extension to Anthropic's Model Context Protocol, so agents can cryptographically prove who they represent and what they're authorized to do. Fraud today is AI versus AI. These two awards recognize that Vouched is building the defense for both sides of that fight, verifying real people and now the agents acting on their behalf, from one platform. Read the full nominations for Vouched Identity Verification and Agent Checkpoint on the Cybersecurity Excellence Awards site. Tag:

Vouched

Jul 29th, 2026

Vouched and the Decentralized Identity Foundation launch KYA-OS, an open trust layer for AI Agents.

Vouched and the Decentralized Identity Foundation launch KYA-OS, an open trust layer for AI Agents. * home * news * Vouched and the Decentralized Identity Foundation launch KYA-OS, an open trust layer for AI Agents. SEATTLE-(BUSINESS WIRE)-Vouched and the Decentralized Identity Foundation (DIF) today announced the release of KYA-OS Protocol Specification v1.0.0, an open specification designed to establish trusted identity, authorization, and accountability for AI agents. As AI agents take on more autonomous roles across businesses and digital services, a critical infrastructure challenge has emerged: organizations need to know which agent is acting, who authorized it, and what it is allowed to do. KYA-OS provides an open foundation for answering those questions and enabling trusted agent interactions at scale. Vouched began developing its agent identity framework in spring 2025, ahead of the broader industry focus on agent identity and authorization. Rather than commercializing the technology as a proprietary solution, Vouched donated the framework, originally introduced as MCP-I, to the Decentralized Identity Foundation to advance it through open standards and community governance. Since the donation four months ago, nearly 10,000 unique visitors have engaged with the protocol resources, demonstrating growing interest in open approaches to building trust into AI agent ecosystems. The specification was advanced through DIF's Trusted AI Agents Working Group, which brought together a broad cross-section of experts from decentralized identity, enterprise organizations, startups, and academia. This collaboration helped shape KYA-OS into a practical framework designed to meet the needs of organizations deploying AI agents across diverse environments. "We understand that many organizations are waiting for an agentic identity framework before they feel authorized to successfully adopt AI," said Rosalyn Curato, Chief Innovation Officer and GM of Agentic Security at Vouched. "Thanks to the speed and thoughtful contributions of the DIF Working Group, we are pleased to share the first step towards transformation through trust." While the Model Context Protocol (MCP) has become a leading standard for connecting AI agents with tools and services, it does not define agent identity or authorization. KYA-OS complements MCP by adding three essential trust capabilities: * Identity - Cryptographically verifiable identities for AI agents using W3C Decentralized Identifiers (DIDs). * Delegation - Verifiable authorization that defines what an agent can do and on whose behalf it can act. * Proof - Cryptographically signed records that enable verification of agent actions and authorization history. Built on open standards, KYA-OS uses established cryptographic technologies and defines conformance levels that allow organizations to adopt agent trust capabilities based on their security requirements. "Agentic AI presents unique identity challenges when it comes to trust. Enterprises are struggling to get cross-organizational accountability that matches the speed of proliferation of AI agents," said Grace Rachmany, Executive Director of the Decentralized Identity Foundation, who now owns the KYA-OS specification. "KYA-OS represents the progress that is possible when the ecosystem comes together around shared standards." KYA-OS is available today through DIF's open-source repositories, which include the protocol specification, reference implementation, and conformance documentation. As AI agents become increasingly integrated into business and digital workflows,trusted identity and authorization will become foundational infrastructure. KYA-OS provides the open, community-driven foundation needed to support the next generation of agent-based systems. About Vouched Vouched is pioneering the future of identity verification by delivering technology that quickly and securely validates the identities of both AI agents and humans. The recognized leader in identity verification for healthcare, Vouched has expanded its capabilities across financial services, automotive, and other industries. Vouched is writing the next chapter of the CISO playbook to take advantage of digital IDs and to identify software agents. Each month, Vouched verifies millions of identities with unmatched speed, accuracy, and regulatory compliance-accelerating trust in an increasingly digital world. About DIF The Decentralized Identity Foundation (DIF) was established to create an IP-protected environment for decentralized identity-related specifications and open-source code development. DIF functions as a proto-standards body for rapid development and publication of technical specifications and reference implementations for decentralized identity. DIF operates as a Joint Development Project of the Linux Foundation, which provides the governance and fiscal frameworks trusted by organizations worldwide. Vouched promote the use of DIDs, VCs, and related decentralized identity technologies. DIF maintains more than 270 GitHub repositories that have been contributed or developed by members and working groups. Originally published on Business Wire. For the full announcement, visit the source. Tag:

Vouched

Jun 23rd, 2026

Vouched achieves Kantara Initiative approval for NIST 800-63A Identity Assurance Level 2 (IAL2) Ready to Operate.

Vouched achieves Kantara Initiative approval for NIST 800-63A Identity Assurance Level 2 (IAL2) Ready to Operate. * home * news * Vouched achieves Kantara Initiative approval for NIST 800-63A Identity Assurance Level 2 (IAL2) Ready to Operate. Vouched has received Ready to Operate (RTO) approval from the Kantara Initiative for NIST Special Publication 800-63A Identity Assurance Level 2 (IAL2) - the gold standard for remote identity proofing. The certification confirms that Vouched's identity verification processes meet rigorous federal requirements across document verification, biometric matching, liveness detection, and fraud controls, making it ready to serve the most demanding regulated environments in healthcare, financial services, and government. CEO Peter Horadan called it a defining milestone: "IAL2 is the gold standard for remote identity proofing, and achieving Kantara's Ready to Operate approval positions Vouched to serve our customers in the most demanding, regulated environments with full confidence." The certification is already being put to work. Since March 2026, Vouched has partnered with Abstractive Health to bring IAL2-compliant clinician verification to patient pre-charting and handoff workflows - eliminating the need for legacy fax-based record transfers and reducing the risk of unauthorized disclosures. Read the full announcement to learn what this means for identity verification in healthcare and beyond. Originally published on Business Wire. For the full announcement, visit the source. Tag:

Business Wire

Jun 16th, 2026

Vouched adds identity verification to Epic's EpicCare Link for clinicians and staff

Vouched, an identity verification platform for healthcare, has announced its solution is now available for EpicCare Link as part of Epic's May 2026 release. This marks Vouched's second major Epic integration in 2026, following MyChart approval in March, and extends coverage across patients, clinicians and staff. The platform requires clinicians and staff to submit a government-issued ID and live selfie during onboarding. Vouched analyses the ID's authenticity and performs a one-to-one biometric comparison against the ID photo, with liveness checks to prevent spoofing attempts. The process aligns with NIST Identity Assurance Level 2 standards. Healthcare organisations using EpicCare Link can enable Vouched verification through their Epic implementation team. The company verifies millions of identities monthly across healthcare, financial services and automotive sectors.

Vouched

May 21st, 2026

Vouched integrates with cheqd to bring decentralised identity to AI agents.

Vouched integrates with cheqd to bring decentralised identity to AI agents. * home * news * Vouched integrates with cheqd to bring decentralised identity to AI agents. Vouched's Know Your Agent (KYA) suite now integrates cheqd's decentralised identity network, bringing cryptographic agent identities, verifiable credentials, and tamper-proof audit trails to AI agent governance, with no vendor lock-in. Vouched is building the trust layer for AI agents through its KYA suite, while cheqd provides a decentralised network for self-sovereign identity. As AI agents take on more autonomous actions, from signing contracts to moving money to accessing sensitive data, enterprises face a critical gap: proving what an agent did without relying on a single vendor to hold the logs. Traditional reputation systems are opaque, centralised, and don't scale to the accountability demands of agentic AI. "Email taught us what happens when reputation systems are owned by a handful of gatekeepers. We're not making that mistake with AI agents. Anchoring agent identity and audit trails to cheqd means trust isn't something Vouched controls; it's something anyone can verify. This is about trust that you can see," said Rosalyn Curato, Chief Innovation Officer & GM of Agentic Security at Vouched. What the partnership unlocks * Cryptographic Agent DIDs: Every agent enrolled in Vouched's KYA suite receives a did:cheqd DID: a persistent, on-chain identifier anchored to the cheqd network, which is impersonation-proof and owned cryptographically by the agent itself. * Verifiable Credentials as public proof: Vouched issues W3C-conformant Verifiable Credentials to agents, stored as DID-Linked Resources on cheqd. These are publicly resolvable attestations that anyone can verify independently, with no DNS or API gating in the way. * Decentralised Trust Chains (DTCs): cheqd's hierarchical trust registry maps directly to Vouched's governance model, running from a root of trust through accredited organisations to individual AI agents. Each accreditation is itself a Verifiable Credential, making the full chain from agent to root cryptographically traversable, with no static whitelists or central lookup tables. * Suspension, revocation, and immutable audit trails. Credentials can be suspended or revoked with a tamper-evident on-chain history. Vouched's Agent Checkpoint and KnowThat.ai reputation directory now have verifiable, time-stamped logs for every agent interaction. Not just scores, but proof. The result: cryptographic proof rather than vendor assertions, and trust that no single party controls. Fraser Edwards, CEO and Co-Founder at cheqd, stated: "Vouched is building trust solutions the way they should be built: open, auditable, and genuinely ahead of the curve. From IdentiClaw and KYA-OS to agent identity anchored on cheqd, they're turning the idea of 'seeing the trust' into something real, practical, and deployable today." Availability Vouched's KYA suite with cheqd integration will go live in approximately two weeks. Enterprises building agentic workflows can onboard AI agents with cryptographic identities and tamper-proof governance from day one. Want to see it in action? Visit kya.vouched.id and explore cheqd's trust infrastructure at cheqd.io About cheqd cheqd is the trust and payment infrastructure powering digital credential businesses, AI agents, eID, and broader trust ecosystems. Vouched Inc. enable privacy-preserving payments and trust graphs for data, helping organisations unlock trusted digital interactions at scale. With partners across the globe, the cheqd network is already being used by companies such as Telefónica. About Vouched Vouched is pioneering the future of identity verification by delivering technology that quickly and securely validates the identities of both AI agents and humans. The recognized leader in identity verification, Vouched has expanded its capabilities across healthcare, financial services, automotive, and other industries and is writing the next chapter of the CISO playbook to take advantage of digital IDs and to identify software agents. Each month, Vouched verifies millions of identities with unmatched speed, accuracy, and regulatory compliance-accelerating trust in an increasingly digital world. Tag:

Vouched

VP of Customer Success

About the job