Senior Manager, Customer Success

Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built 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’ awards at CogX. 

Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido. 

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.

The opportunity

If you’re passionate about engaging customers and creating a great experience in an exciting and expanding SaaS business with a fantastic culture, Onfido might be the place for you.  We’re looking for a proven and entrepreneurial Senior Manager for our EMEA Customer Success Team to grow, nurture and retain our accounts. You will manage a CSM team covering the EMEA region.  All CSMs have a portfolio of accounts and are responsible for customer onboarding and long term customer relationships.  You should have impeccable relationship skills and create win-win environments for all parties that you work with. 

In addition to running the CSM team, you will be expected to craft excellent relationships with client-side C-level and senior managers, deeply understanding  their priorities and problems; all of this in conjunction with CSMs and Account Executives. In doing so you’ll help maximise partnership and revenue opportunities for Onfido, ensuring our customers have the very best Onfido experience, for which you'll have team targets and commissions.

As a Senior Manager, Customer Success you will:

• Manage your CSM team ensuring KPIs and personal targets are met, looking after and coaching individuals as we, and they, grow in this expanding market

• Periodically review and adjust the book of business of each team member to balance workload and optimise synergies (industry/vertical, geographic location, partner vs direct customer, etc) while retaining relationship continuity where possible

• Work side-by-side with CSM, Account Executive, Solutions Engineering and Product Leaders to retain a strong service offering and deliver the best Onfido experience possible to our customers

• Collaborate with other CS Geographic Leaders to establish success criteria and methodology to aid the customer in achieving their goals, align on globally consistent best practices and ensure corporate objectives can be met

• Boost Client onboarding and take-up of the Onfido service working alongside Client and Onfido representatives

• Solve client and CSM escalations by working in partnership with clients and Onfido stakeholders, with a view to identifying and operationalizing risk mitigation

• 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

• Identify and resolve conflicts (on their team or with other teams) early and in a positive manner

• Increase meeting effectiveness and strive to decrease meeting load for their team

• Positively challenge the status quo when needed

We’re looking for a Senior Manager, Customer Success with the following skills and experience:

• 7+ years solid experience in Customer Success Management / Client Service, including a minimum of 3 years experience of managing a Customer Success Management Team

• Experience of managing a combined Book of Business value of $80m+ along with quarterly KPIs such as revenue usage, retention rates and product adoption

• First Class people management skills, used to coaching, empowering, challenging and growing an industry-leading Customer Success Team

• Possess a customer-centric approach, you enjoy working with customers and establishing strong relationship

• Ability to contribute to good commercial business and technical acumen understanding client challenges with IT development and deployment, especially in the SaaS market.A strong 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 governing performance and dealing with issue management, resolving problems that help the client and the service provider

• Thrives in a multitasking environment and can adjust priorities on-the-fly

• Detail-oriented, with possession of good data analytical skills and the ability to filter to the core trends and opportunities for improvement and progress

• Ability to collaborate with and contribute to global Customer Success processes and best practices

• Familiar with Customer Success tools and platforms.  Gainsight a plus

• Experience working in SaaS, AML, Security or similar industries preferred

Onfido Culture

Onfidoer’s 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

Benefits

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 Learnably 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.