Senior Customer Success Manager

3 weeks ago

London, Greater London, United Kingdom Onfido Ltd (UK) Full time

About Onfido


Onfido Ltd (UK) is a leading provider of AI-powered identity verification solutions. We empower organizations to verify identities, prevent fraud, and enhance customer experiences.



Job Title: Senior Customer Success Manager


Location: EMEA Region



Job Overview


As a Senior Customer Success Manager on the EMEA team, you will play a critical role in ensuring that our medium and large sized customers across the region achieve their goals, maximize the value of their investment in Onfido, and continue to grow their partnership with us.


You will manage a portfolio of accounts, leading customer implementations and onboarding processes while nurturing strong, lasting client relationships. You will take the time to deeply understand each customer's unique priorities and challenges, ensuring they effectively utilize our product and realize its full potential.



Responsibilities



  • Manage Customer Accounts: Oversee a portfolio of around 10-15 mid to large size accounts, actively monitoring customer performance metrics to ensure alignment with adoption and usage targets.
  • Collaborate with Cross-Functional Teams: Partner closely with our Sales and Product teams to maintain a strong service offering, ensuring that customers receive exceptional value from their Onfido experience.
  • Develop Expertise: Gain in-depth product and subject matter knowledge, allowing you to effectively present relevant features and functionality that meet specific customer needs.
  • Proactively Address Challenges: Identify potential adoption and service blockers early, deploying proven strategies to overcome them and secure positive outcomes for customers.
  • Build Strong Relationships: Foster productive relationships with internal stakeholders and external partners, ensuring seamless collaboration and communication.
  • Master Technical Knowledge: Quickly learn, apply, and articulate the technical aspects of the Onfido platform, as well as understand competitor offerings to position our solutions effectively.
  • Drive Growth: Identify opportunities to cross-sell additional Onfido products and increase usage. Collaborate with Account Executives to drive customer growth based on tangible value and outcomes.
  • Be the Customer's Advocate: Work closely with clients to solve challenges, presenting tailored solutions while representing the customer's voice internally, particularly in feeding priorities into the Product team for improvements and enhancements.
  • Enhance Team Performance: Focus on personal and team development by sharing best practices, contributing to the overall effectiveness and scalability of the team.


Qualifications



  • Minimum of 5 years in Customer Success Management: Proven ability to manage complex and high-value customer relationships.
  • Advanced Portfolio Management: Extensive experience managing a Book of Business valued at $4M or more, with a strong track record of exceeding quarterly KPIs related to revenue, usage, and retention rates.
  • Commercial and Technical Expertise: Deep understanding of business and technical challenges, particularly within IT development and deployment in the SaaS market, with the ability to influence customer strategies at a senior level.
  • Strategic Business Solutions Focus: A forward-thinking approach with a focus on aligning customer success strategies to achieve critical business outcomes, driving long-term value and growth.
  • Advanced Stakeholder Management: Demonstrable experience in managing and influencing high-level stakeholders, both within service providers and customer teams, to ensure alignment, success, and sustained partnerships.
  • Expert Communication Skills: Exceptional ability to articulate complex information clearly and persuasively to both technical and non-technical audiences.
  • Service Delivery Leadership: Proven leadership in overseeing service delivery, including monitoring performance, managing escalations, and proactively resolving challenges to enhance customer satisfaction and retention.
  • Data-Driven Decision-Making: Expertise in analyzing complex data sets to generate actionable insights that drive customer success and support strategic decision-making.
  • Extensive SaaS Experience: Significant experience working in SaaS environments, with a deep understanding of the industry's unique challenges and opportunities.


Preferred Qualifications



  • Multilingual Proficiency: Proficiency in a second language such as French, Spanish, or German is preferred, with the ability to manage customer relationships across different regions effectively.

  • Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    Customer Success Role OverviewAs a key member of our team at ABR Talent, we are seeking an experienced Customer Success Manager to join our growing team. In this role, you will be responsible for driving customer success and satisfaction across our global client base.Main ResponsibilitiesDevelop and execute customer success strategies to drive growth and...

  • Customer Success Director

    1 month ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    Customer Success OpportunityWe are seeking a seasoned Customer Success professional to drive improvement across the customer journey with a focus on onboarding/implementation and support.As a key member of our team, you will take ownership of a remote team of 6 across Implementation, CS and Support, as well as take ownership of 6 highly valuable key...

  • Strategic Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time £80,000

    About the Role:We are seeking an experienced Strategic Customer Success Manager to lead our Customer Success strategy for a high-growth MedTech solution. The ideal candidate will have a proven track record of driving customer adoption, retention, and growth in a Customer Success role, with a strong background in the dental or orthodontic space.Your Key...

  • Customer Success Strategist

    4 weeks ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    Job Title: Customer Success StrategistAbout the Role: We are seeking a highly skilled Customer Success Strategist to join our team at ABR Talent. As a Customer Success Strategist, you will be responsible for driving improvement across the customer journey with a focus on onboarding/implementation and support.Key Responsibilities:* Take ownership of a remote...

  • Customer Success Lead

    4 weeks ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time £80,000

    Customer Success LeadAt ABR Talent, we're supporting start-up and scale-up SaaS businesses with their growth engine roles. As a Customer Success Lead, you'll be part of this exciting journey. **Key Responsibilities:**Lead the Customer Success strategy for a high-growth MedTech solution.Manage a team of 3 to create a 'best-in-class' customer success...

  • Customer Success Advocate

    4 weeks ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time £80,000

    Customer Success Strategy LeadYou will lead the customer success strategy for our high-growth MedTech solution, driving clinical value and patient engagement. This exciting role involves overseeing a team of three and creating a 'best-in-class' customer success function.Key responsibilities include:• Developing and implementing customer success strategies...

  • Customer Success Coordinator

    4 days ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the RoleWe are a specialist recruitment partner supporting start-up and scale-up SaaS businesses, and we are seeking a skilled Customer Success Coordinator to join our growing customer-facing team.This role offers a unique opportunity to develop your skills in a fast-paced environment, working closely with clients to understand their needs and provide...

  • Senior Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Proofpoint Full time

    About the RoleWe are seeking a highly skilled Senior Customer Success Manager to join our team at Proofpoint. As a Senior Customer Success Manager, you will be responsible for owning a critical portfolio of customers, including commercial ownership for renewal and predominantly the finance sector.Your Key ResponsibilitiesServe as the trusted advisor to our...

  • Senior Customer Success Manager

    5 days ago

    London, Greater London, United Kingdom Braze Full time

    About the RoleWe're seeking a highly skilled Senior Customer Success Manager to join our Scale team at Braze. As a key member of our customer success organization, you will be responsible for ensuring the long-term success of our scale customers by building strong relationships, driving value realization, and delivering exceptional customer...

  • Senior Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Soldo Full time

    Soldo is a leading fintech company that's changing the way businesses spend and manage their finances. We're looking for a dynamic and consultative Senior Customer Success Manager to join our team and help us achieve our ambitious revenue growth goals.As a Senior Customer Success Manager, you will be responsible for maintaining and expanding relationships...

  • Senior Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom Odicci Full time

    Senior Customer Success Executive Role> About OdicciOdicci is a leading provider of gamification as a service, dedicated to delivering exceptional customer experiences and driving success for our clients. We are seeking a dynamic and proactive Senior Customer Success Executive to join our team and help our customers get the most out of our platform, ensuring...

  • Senior Manager of Customer Success

    4 days ago

    London, Greater London, United Kingdom Oracle Full time

    About the RoleAs a Senior Manager of Customer Success at Oracle, you will be responsible for driving departmental outcomes within the UK-Europe subregion. Your focus will be on collaborating with customers throughout their relationship and partnership with Oracle, providing transparency of their needs back to the organization.Key ResponsibilitiesBuild and...

  • Senior Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Onfido Ltd (UK) Full time

    About the Role:We are seeking a highly skilled Senior Customer Success Manager to join our EMEA team at Onfido Ltd (UK). As a key member of our customer success team, you will play a critical role in ensuring that our medium and large-sized customers across the region achieve their goals, maximize the value of their investment in Onfido, and continue to grow...

  • Senior Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom Genius Sports Full time

    The RoleA seasoned Senior Customer Success Manager is required to join our Client Services team as an emerging leader.This individual will be a Programmatic client services expert who is developing expertise and will be responsible for proactively managing a portfolio of assigned Genius Marketing Suite accounts.Key responsibilities include driving strategic...

  • Senior Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom Cutover Full time

    About the RoleWe are seeking an exceptional Senior Customer Success Manager to join our team at Cutover. As a key member of our Customer Success organisation, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account planning, proactive engagement, and collaborative problem-solving.Key...

  • Customer Success Manager

    1 month ago

    London, Greater London, United Kingdom Seenit Digital Limited Full time

    We are seeking a highly skilled Customer Success Manager to join our team at Seenit Digital Limited. As a key member of our Customer Success Team, you will be responsible for delivering value to our customers through joint success planning and enablement.The ideal candidate will have experience working at a SaaS business with a proven track record of...

  • Senior Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Cutover Full time

    About the RoleCutover is seeking a highly skilled Senior Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving customer adoption and growth, ensuring customer satisfaction, and identifying new business opportunities.Key ResponsibilitiesDevelop and execute customer success plans to...

  • Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom Sphere Digital Recruitment Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Success Manager to join our team at Sphere Digital Recruitment. As a Customer Success Manager, you will be responsible for driving the success of our clients' most important customers.Key ResponsibilitiesManage a portfolio of customers, collaborating closely with the Head of Customer...

  • Customer Success Manager

    1 month ago

    London, Greater London, United Kingdom Native Full time

    Job Title: Senior Customer Success ManagerAt Native, we're looking for a Senior Customer Success Manager to join our team. As a key member of our customer success team, you'll be responsible for building and maintaining strong relationships with our Students' Union partners.Key Responsibilities:Manage all aspects of the partnership with our Students' Union...

  • Senior Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Optimizely Full time

    At Optimizely, we're on a mission to empower businesses to unlock their digital potential. We achieve this by revolutionizing how marketing and product teams collaborate to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their...