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    CSM Manager - United Kingdom - Crane Venture Partners

    Crane Venture Partners
    Crane Venture Partners United Kingdom

    3 weeks ago

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    Description

    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.

    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.

    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:

    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
    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
    ~ 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
    ~ 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 with Tools such as Salesforce, Gainsight, and analytical tools preferred
    ~ Additional European languages would be an advantage

    #you care about quality, producing great work and customer / user outcomes
    25 days annual leave plus a day off for your Birthday.
    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
    holding quarterly team socials, and other company-wide social events
    Expense up to £300 (or local equivalent) to purchase workstation setup equipment
    after passing probation
    Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
    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.

    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.
    #
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