Enterprise Customer Success Manager | UK

Onfido is the new identity standard for the internet. That means we only need an image of your ID and a selfie to prove that you’re you. In doing so, we help millions of people connect to the services they need and love more easily, speedily and safely than ever before, whether it’s renting a car or opening a bank account. Our vision is to create an open world where identity is the key to access.

We’ve received over $100 million in funding from world-class tech investors including Microsoft and Salesforce to back our vision. And we’re just getting started.

The Opportunity

We’re looking for proven and entrepreneurial Enterprise Customer Success Managers (CSMs) to grow, nurture and retain our UK and European enterprise accounts. Part of our established London team, you'll manage a small portfolio of Enterprise accounts, from initial customer sales assistance and onboarding, through ramp-up, upsell and renewal, across the region.

Building and maintaining excellent relationships with client-side C-level and senior managers, you’ll deeply understand their priorities and desired business outcomes. In doing so you’ll help maximise partnership and revenue opportunities for Onfido. Ensuring our customers have the very best Onfido experience includes managing issues, running QBRs and cross-selling/up-selling relevant products and services, for which you'll have team and individual targets and commission schemes.

As a Enterprise Customer Success Manager at Onfido you will:

Be responsible for delivering revenue targets for your portfolio. And you’ll work side-by-side with our Account Executive, Solutions Engineering and Product teams to retain a strong service offering and deliver the best Onfido experience possible to our Enterprise customers. Your core activities will include the following:

Managing your existing book of business (ongoing revenue and renewals)
Understanding client challenges and presenting solutions (up/cross sales)
Being the voice of the customer internally, including feeding customer priorities in to the Product team (issues and enhancements)
Personal and team development to improve team performance to enable us to scale more effectively (best practice sharing)

Requirements:

As an Enterprise Customer Success Manager you will have a combination of:

10+ years solid experience in Client Service Management / Customer Success / Account Management / Technical Account Management / Implementation or similar
Experience of managing a book of business value around £1m+ along with quarterly and annual growth targets of 10% plus
Sophisticated understanding of typical client challenges with IT development and deployments, especially in the customer acquisition and customer management solution space
A strong solutions focus, with emphasis on helping customers meet business outcomes
Demonstrable Stakeholder Management skills, both within service providers and customer teams
The ability to present complex information concisely with sound reasoning and strong attention to detail
Being the voice of the customer internally, including experience of partnering with Product teams
Used to dealing with conflict and issue management, resolving problems that help customer and service provider
First class negotiation skills
Evidence of good data analytical skills
Proven ability to create and share Sales and Service process Best Practice
Experience working in SaaS, Security or similar industries preferred

Benefits:
Onfido Culture

Onfidoer’s all share a set of core values which include:

Succeed together
Take pride
Create customer buzz
Learn things, share them
Find a better way
Along with our multi-national team in our London HQ we have offices in EMEA, America and APAC, making Onfido an exciting and culturally enriching place to work.

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.