We’re looking for a strong Customer Success Manager to join our EMEA CS team to grow, nurture and retain our customers across the region.
You will proactively manage a portfolio of accounts throughout the Onfido customer lifecycle by building and maintaining excellent relationships both internally and client-side.
You will develop a deep understanding of your customers’ priorities and challenges and ensure they have the very best Onfido experience. This will include project and program management, problem resolution, running EBRs and working on success plans with customers to grow the partnership.
As a Customer Success Manager at Onfido you will:
- Manage a Book of Business of around USD 3-4 Million
- Focus on ongoing customer satisfaction, solution usage, risk assessment and mitigation, renewals and growth
- Work side-by-side with our Account Executive, Renewal and Product teams to retain a strong service offering and deliver the best Onfido experience possible to our customers throughout the customer lifecycle
- Together with our onboarding team, ensure a smooth client onboarding, change management and integration phase
- Develop and manage long-term partnerships with key customers and stakeholders
- Drive and coordinate various projects to achieve strategic growth objectives of your customers and Onfido
- Solve client challenges by working in partnership with clients and presenting solutions
- Be the voice of the customer internally, including feeding customer priorities into the Product team (issues and enhancements)
- Focus on personal and team development to improve team performance to enable us to scale more effectively (best practice sharing)
We’re looking for a Customer Success Manager who has a combination of:
- 3+ year’s relevant experience in Customer Success Management / Client Service / Technical Account Management / Implementation
- Must speak French
- Experience in managing a Book of Business with an average customer value of around USD 100K-400K along with quarterly KPIs such as revenue usage and retention rates
- Strong project management skills
- Good commercial business and technical acumen in understanding client challenges with IT development and deployment, especially in the SaaS market.
- Business solutions focus, with emphasis on helping customers meet business outcomes
- Demonstrable Stakeholder Management skills, both within service providers and customer teams
- The ability to communicate and present complex information concisely with sound reasoning and strong attention to detail. Used to being the voice of the customer internally, including experience of partnering with Product teams, dealing with prioritisation and demand management problems
- Service Delivery skills being comfortable monitoring performance and dealing with issue management, resolving problems that help the client and the service provider
- Evidence of good data analytical skills
- Experience working in SaaS environments preferred
- Experience with Tools such as Salesforce, Gainsight, and analytical tools preferred
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