Senior Customer Success Manager

About Us

Identity empowers lives. Whether it's accessing financial services, securing digital communications, or opening online accounts, the modern digital world needs reliable identity verification.

At IDVerse, our purpose is to empower true identity for people around the world so that everyone can pursue the goals they are entitled to achieve. We pioneered the use of generative AI and synthetic media to train deep neural network systems with Zero Bias AI , which protects against discrimination based on race, age, and gender. Through our advancements in the field of Natural Vision Processing (NVP), we're teaching machines to autonomously see and perceive like humans and excel in ways that people cannot.

Position Description

The Senior Customer Success Manager plays a critical role in ensuring customers achieve maximum value from our solutions. This role focuses on maintaining strong client relationships, driving product adoption, and ensuring overall customer satisfaction and retention. By proactively engaging with customers, identifying opportunities for growth, and addressing challenges, the Customer Success Manager contributes to business success and sustainable customer relationships.

Key Responsibilities

Develop and manage client portfolios to ensure satisfaction and retention.

Drive business growth and profi tability by maximising customer value.

Analyse customer data to improve customer experience and engagement.

Conduct product demonstrations and training sessions.

Enhance onboarding processes to streamline customer adoption.

Continuously improve communication materials and tutorials.

Act as a liaison between clients and internal teams to resolve issues effectively.

Manage and proactively address customer feedback and requests.

Minimise customer churn by implementing proactive success strategies.

Skills Required

Proven experience in customer-facing roles within software or technology sectors, preferably in the AMER region.

Strong leadership skills with the ability to foster cross-functional collaboration.

Excellent communication skills, both written and verbal, with strong presentation abilities.

Ability to manage multiple tasks and priorities in a fast-paced environment.

High computer literacy and ability to learn new software effi ciently.

Experience in document creation and customer success processes.

Strong problem-solving skills and proactive approach to customer challenges.

Additional Skills

Experience in contract negotiation.

Passion for new technology and innovation.

Entrepreneurial mindset with a proactive approach to problem-solving.

Adaptability with a can do attitude.

User Experience and Customer Centric Design experience

Qualifications Required

Bachelor's or Master's degree in Business, Marketing, Computer Science, or related fi eld, or equivalent industry experience.

Company Culture Attributes

Kind and approachable.

Highly organised with the ability to work under pressure.

Clear and fair communicator, both written and verbal.

Ability to build and nurture effective relationships with team members.

Adaptable to change and fl exible in approach.

Strong decision-making and problem-solving skills.

Proactive and positive attitude.

Passionate about industry leading tech.

Trustworthy and transparent.

Why Join Us?

At IDVerse, A LexisNexis Risk Solutions Company, we encourage and celebrate diversity, equity, and inclusion. We seek a multitude of skills, experiences, thoughts, perspectives, and expressions. Together, we can build the best product, team, and company.