Customer Success Manager

Remote - United Kingdom
Growth – Customer Success /
Full-Time /
Onfido lets people prove their identity anytime, anywhere. We’re creating a more open digital world by connecting them to the services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account. We’re building a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ and ‘Best AI product in FinTech’ awards at CogX

We are a global, established, technology company having surpassed $130M in annual recurring revenue (ARR) with a prominent position in the global marketplace, and have been repeatedly recognized for our performance and innovation. In 2023, we’ve been awarded ‘Best Fraud Detection and Prevention Company of the Year by Frost & Sullivan, featured as a Strong Performer by Forrester in its 2022 Identity Verification Wave, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors such as TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with hundreds of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support checks in 195 countries, and 2,500+ document types. With over 1,200 customers worldwide and 500 employees

Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.

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
    • 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
    • Additional European languages would be an advantage

Onfido Culture

Onfidoers share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better

We're committed to making Onfido a fantastic place to work, so we go to great lengths to give you what you need to succeed. You will receive:
> 25 days annual leave plus a day off for your Birthday.
> Two paid volunteering days per year.*
> Bupa Private Medical and Dental Insurance*
> Life Assurance (3x Annual Base Salary)*
> Pension with The People’s Pension (employer contribution 4% of base salary)*
> Generous paid parental leaveFree mental health coaching provided online
> Life enrichment allowance of up to £80 per month to use for services including gym, yoga, fitness classes, massages, childcare, and therapy
> Dedicated learning opportunities including using tools like Learnerbly with availability  to use for learning resources such as  books, coaches, conferences, courses, podcasts, and more
> Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnThursday); holding quarterly team socials, and other company-wide social events
> Expense up to £300 (or local equivalent) to purchase workstation setup equipment
> The opportunity to become a member of Onfido’s resource groups in order to learn different skills in our belonging groups

*after passing probation

Onfido Balance

Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.

Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.

Check out Life at Onfido via our LinkedIn Careers Page!

Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.