Senior Customer Success Manager

1 month 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 their partnership with us.

Key Responsibilities:

  • Manage 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 our Sales and Product teams to maintain a strong service offering, ensuring that customers receive exceptional value from their Onfido experience.
  • Develop expertise in our product and subject matter knowledge, allowing you to effectively present relevant features and functionality that meet specific customer needs.
  • Proactively address challenges and identify potential adoption and service blockers early, deploying proven strategies to overcome them and secure positive outcomes for customers.
  • Build strong relationships with internal stakeholders and external partners, ensuring seamless collaboration and communication.
  • Master technical knowledge and 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 by identifying opportunities to cross-sell additional Onfido products and increase usage, collaborating with Account Executives to drive customer growth based on tangible value and outcomes.
  • Be the customer's advocate, working 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 by focusing on personal and team development, sharing best practices, and contributing to the overall effectiveness and scalability of the team.

Requirements:

  • A minimum of 5 years in Customer Success Management, Client Services, Account Management, Technical Account Management, Implementation, or a similar role, with a proven ability to manage complex and high-value customer relationships.
  • Advanced portfolio management experience, with a strong track record of exceeding quarterly KPIs related to revenue, usage, and retention rates.
  • Commercial and technical expertise, with a 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, with a forward-thinking approach and a focus on aligning customer success strategies to achieve critical business outcomes, driving long-term value and growth.
  • Advanced stakeholder management, with 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, with the ability to articulate complex information clearly and persuasively to both technical and non-technical audiences.
  • Service delivery leadership, with 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, with expertise in analyzing complex data sets to generate actionable insights that drive customer success and support strategic decision-making.
  • Extensive SaaS experience, with significant experience working in SaaS environments, with a deep understanding of the industry's unique challenges and opportunities.

About Onfido:

Onfido Ltd (UK) is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. We support customers in 150+ countries and work with a global partner network, trusted by the world's most trusted organizations.

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