Senior Customer Success Manager | Paris

Description

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 a proven and entrepreneurial Customer Success Manager (CSM) to grow, nurture and retain our enterprise accounts in Paris. Part of our newly established Paris team, you'll manage a portfolio of accounts and be responsible for 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 Senior 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 Mid Market 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

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

• 5+ 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 €500k to €1m+ along with quarterly and annual growth targets of 10% plus
• Solid understanding of typical client challenges with IT development and deployment
• 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
• 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.