Strategic Customer Success Manager at OnFido (Remote)

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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
We’re looking for a proven and entrepreneurial Customer Success Manager (CSM) to grow, nurture and retain our enterprise accounts. You'll also be responsible for new customer implementations / onboarding for enterprise customers across the region.

Building and maintaining excellent relationships with client-side C-level and senior managers, you’ll understand deeply their priorities and problems. 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 Strategic Customer Success Manager at Onfido you will:
Be responsible for setting and delivering revenue targets for your portfolio. And you’ll work side-by-side with our Account Executive, Solutions Engineering and global teams to retain a strong product-market fit locally and deliver to our customers the best Onfido experience possible. Your core activities will include the following:
Managing your existing book of business
Understanding client challenges and presenting solutions
Being the voice of the customer internally, including feeding customer priorities in to the Product team
Personal and team development to improve team performance to enable us to scale more effectively
We're looking for a Strategic Customer Success Manager who has a combination of:
Solid experience in Client Service Management / Customer Success / Account Management / Technical Account Management / Implementation or similar
Experience of managing a book of business £500,000+
Sophisticated understanding of client challenges and strong solutions focus
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
First class negotiation skills
Evidence of good data analytical skills
Experience working in SaaS, 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

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.

More Information on OnFido
OnFido operates in the Artificial Intelligence industry. The company is located in San Francisco, CA and New York, NY. OnFido was founded in 2012. It has 503 total employees. It offers perks and benefits such as Mental Health Benefits, Employee Stock Purchase Plan, Flexible Work Schedule, Remote Work Program, Family Medical Leave and Paid Holidays. To see all 25 open jobs at OnFido, click here.
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