Associate Customer Success Manager (Technical)

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.

The Opportunity

We’re looking for a dynamic Associate Customer Success Manager to grow, nurture and retain our smaller global accounts, enabling customer value realisation at scale. You will virtually engage with customers across multiple industry segments, delivering success programs and offering expert guidance to Onfido customers. You will partner with other Onfido teams, product leaders, Success Managers and Sales to understand the accounts and how best to help your customers. This team plays a crucial role in providing the right recommendation at the right time. In doing so, you’ll help maximise partnership and revenue opportunities for Onfido.

The CSM will be ultimately accountable for customers’ usage of the product and realisation of value from their investment. The ideal candidate is organised and passionate about Customer Success. You’ll really enjoy presenting and engaging an audience virtually. You are naturally curious about technology and with a flair to understand customers’ pain points and business challenges. Using your expert knowledge and communication skills, you deliver value-based outcomes for our customers.

As an Associate Customer Success Manager at Onfido you will:

• Deliver virtual expert coaching engagements to educate and empower our customers to achieve business value through Onfido
• Share your expertise and best practices; Create Knowledge base articles
• Understand customer value drivers, objectives, set measurable targets, and help customers achieve their desired outcomes
• Offer tailored advice and insights to the customer in order to help them maximise current ROI and make them aware of the added value of other Onfido products, services and features
• Share customer stories and use cases they can relate to, to showcase the value and impact of Success engagements
• Monitor customer performance metrics, uncover customer issues, identify risks of adoption/consumption, and provide a tailored plan of action
• Together with our Onboarding team, ensure a smooth client onboarding, change management and integration phase
• Partner closely with cross-functional team members (account executive, renewals, and product teams) to translate business needs and product requirements into new solutions for customers
• Engage in open dialogue with customers regarding ways to improve and expand consumption, and to solicit feedback in order to improve our product and service offerings
• Proactively identify risk areas, scope and customer expectations that could impact customer success
• Develop deep product and subject matter expertise, with the ability to apply and position technical knowledge related to the Onfido platform and competitor offerings
• Commit to continuous learning through certifications and online learning

We’re looking for an Associate Customer Success Manager who has a combination of:

• Junior level prior experience in Customer Success/ Sales Engineering/ Technical Account Management / Professional Services or similar
• Experience of managing a book of business with average customer value of $50-$100K along with quarterly KPIs such as revenue usage and retention rates
• Ability to organise and manage multiple and competing priorities
• Has working knowledge about API and SDk integrations.
• Experience using technology, business intelligence tools, metrics and reporting to manage a customer relationship; Gainsight is a plus
• An understanding of programs that help drive product adoption, growth, customer loyalty, and customer retention
• Good judgement on when to escalate a complex issue, or when to bring in technical or subject matter expertise
• Good commercial business and technical acumen, understanding client challenges with IT development and deployment, especially in the SaaS market
• A business solutions focus, with emphasis on helping customers meet business outcomes
• Demonstrable stakeholder management skills, both within service providers and customer teams
• Evidence of good data analytical skills
• Patience, positive attitude, and strong relationship-building skills
• Strong organisation, time management and project management skills
• Strong sense of urgency and responsiveness
• Strong self-motivation with a demonstrated ability to take initiative; enthusiasm to learn and upskill
• Adaptability to change
• Don’t tick all of the boxes, but think you’d still be a good fit? Apply anyway and show us what you can do!

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

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.*

> Private Medical Insurance with Care HealthLife Assurance (3x Annual Base Salary)*

> Generous paid parental leave

> Free mental health coaching provided online

> Life enrichment allowance of up to ₹8000 per month 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 (3 months)

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.