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.

Our Strategic Customer Success Manager (CSM) will be a key part of the North America Customer team, helping ensure that our Enterprise customers in North America recognize their objectives, receive value from their investment in Onfido, and as a result, renew and grow their commitment with us.

The Strategic CSM will be ultimately accountable for customers’ usage of the product and realization of value from their investment.

Strategic CSMs provide a blend of technical knowledge, analytical skills, and customer management/influence skills. Entrepreneurial in spirit, Strategic CSMs think creatively on how to ensure clients maximize value from their Onfido investment. Strategic CSMs can look at customer data, develop insights, and make recommendations tocustomers on how to improve results, onboard more customers more quickly, while reducing fraud and risk.

With our roots in London, Onfido is rapidly expanding in NorthAmerica. Our customers include some of the largest companies in Financial Services, Payment Processing, Travel, and FinTech. The global Customer organization is uniquely positioned to help those companies through their digital transformations by providing expertise and best practices as those companies implement our identity verification solutions.

As a Strategic Customer Success Manager at Onfido you will:

Understand customer objectives, set measurable targets, and help customers achieve those outcomes.

Coordinate Executive Business Reviews with customers that address technical and product initiatives

Be ultimately accountable for customer adoption and usage targets

Monitor customer performance metrics and make specific recommendations for improvement

Develop deep product and subject matter expertise

Predict adoption and service blockers or challenges for customers and remove them by running repeatable plays that ensure positive results

Establish and maintain positive and productive relationships with internal partners

Quickly learn, master, apply, and position technical knowledge related to the Onfido platform and competitor offerings

Identify opportunities to cross-sell Onfido products, increase usage and, when appropriate, work with the Account Executives so that they can drive growth with the customer that is based on value and outcomes for the customer

We’re looking for a Strategic Customer Success Manager who has:

3+ years solid experience in Customer Success/ Sales Engineering/ Technical Account Management / Professional Services or similar

Experience simultaneously working with multiple customers who each represent more than $1M in revenue each

Ability to organize and manage multiple and competing priorities

Experience using technology, business intelligence tools, metrics and reporting to manage a customer relationship. Gainsight experience preferred.

The ability to resolve a number of complex issues on their own, without the need to always ask for technical or subject matter assistance

The ability to adjust your communication style to assist customers at various levels of technical depth and at multiple levels of leadership

Ability to be an effective customer advocate to Product Management and other internal resources including senior level executives

The ability to always assume positive intent when collaborating internally

Patience, positive attitude and strong relationship-building skills

Strong organization, time management and project management skills

Strong sense of urgency and responsiveness

Desired Industry Expertise Include / We’re looking for a Customer Success Manager who has:

Knowledge of Identity & Access Management (IAM), Customer Identity & Access Management (CIAM) or digital identity verification (IDV)

A background in payments, cybersecurity, RegTech/Fintech or FS industries

The salary range for this full-time position is from $106,000 to $165,000. It may vary depending on your interview performance, level at Onfido’s career Path.

Base salary is just one part of our total rewards package which additionally includes share options, performance bonus or commission for eligible roles, and competitive benefits. Ranges are based on function, level, location and are benchmarked against similar companies.

Individual pay decisions are based on a number of factors, including skills, experience and interview performance. Your Talent Partner can share more about the specific salary range for your location during the hiring process

Additional Information

#LI-LS1

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

> 10 paid holidays.

> 10 paid sick days.

> Two paid volunteering days per year.*

> Rich health, vision, and dental benefits are offered via our partner TriNet. TriNet gives you the flexibility to choose a plan that suits you and Onfido now covers 100% of the cost of our elected base plans for you and 50% for your dependents

> Life Assurance

> 401(k) match up to 4% of your total salary*. You can contribute what you like (up to the annual federal limit).

> Generous paid parental leave

> Free mental health coaching provided online

> Life enrichment allowance of up to $100 per month to use 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 ofOnfido’s resource groups in order to learn different skills in our belonging groups

*after 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 ourLinkedIn 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.