Customer Success Manager

Who we are Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people. Today, we have over ten million app downloads around the world. We’ve expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings. From day one, we’ve been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives. Purpose of the Role : In this role you will work with Yoti’s small to medium business (SMB) clients and assist senior team members with enterprise accounts. You’ll gain hands-on experience with our Yoti products and APIs, to drive product adoption and lead a positive customer experience. This position sits in our Customer Success team; part of the wider Client Services team working closely with our Sales, Product, BI and Operations departments. Principal Responsibilities : Act as the primary point of contact for clients through the sales cycle, and own their onboarding experience, implementation, training, adoption, retention, and satisfaction. Establish relationships as a trusted and strategic advisor to help ensure the continued value of Yoti’s products and services, and minimise churn. Maintain a detailed understanding of products and services to provide responsive, technically informed support to customer enquiries. Monitor customer usage and performance metrics, spotting trends and raising issues or opportunities for optimisation. Ensure a smooth customer journey by collaborating closely with Sales, Solutions, Business Intelligence, Product and Marketing. Address escalated customer issues to senior members of the team with a sense of urgency and mediate between clients and Yoti product team. Support senior Customer Success Managers on enterprise accounts by assisting with reporting and investigations. Knowledge, Skills, Qualifications and Experience : A Technical curious individual, data-literate and passionate about building strong client relationships. Strong communication skills and a customer-facing mindset with the ability to create presentations and basic project skills. Proactive mindset with the initiative to investigate issues independently, seek solutions and escalate appropriately when needed. Resourceful and curious individual who is comfortable digging into documentation, exploring services and asking the right questions to move work forward. Comfort working with API documentation and reading basic code snippets (e.g. JSON, JavaScript). Basic experience with data analysis tools Looker and Salesforce; familiarity with dashboards and reports. An interest in identity, privacy and digital trust. Ability to manage multiple client relationships and prioritise effectively. Willingness to work with all client types, including the adult industry. Interview Process Stage 1 – Screening callour Global Talent Acquisition Manager Stage 2 – Interview with our Head of Customer Success What’s in it for you? Flexible working Performance based discretionary annual bonus Share Options Internal Share Market Private Medical Insurance Life Insurance Pension Cycle to work scheme Electric Car Scheme 25 days holiday (plus bank holidays) 5 fully paid Selfie Days – for your own personal development, volunteering, charity events, etc Team and company activities, Social clubs. Continuous learning opportunities (Annual Training budgets, conferences etc) This is a great opportunity to join a company that is leading the way for innovative and responsible identity verification. We’re looking for people who can adapt to a fast-paced environment, as well as champion our brand and what we stand for. We value a positive attitude and people who have a collaborative, creative and transparent approach to solving problems. We believe in equal opportunities It takes a diverse community of passionate, talented and committed people to build a simpler, more secure way of proving identity. We’re an equal opportunity employer, so we welcome applications from people of all backgrounds, with different outlooks andexperiences. Pre-employment checks If your application is successful please be aware that as part of our pre-employment checks: We will check your details against fraud prevention databases We will check identity; address match; PEPs and sanctions; bank validation, verification, fraud checks, negative data (CCJ, bankruptcy) If our investigations identify fraud or other criminal offences both when applying for a job and during your employment, we will record the details on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and other organisations to prevent fraud. Please contact peopleteam@Yoti.com to get information on which fraud prevention databases we use. Talent Pool If we consider that you might be suitable for other roles in the future, we will keep your details so we can contact you about these other roles. If you do not want us to keep your details for this purpose, please e-mail peopleteam@yoti.com or let us know at any stage of the recruitment process. For more information please read our Applicant Privacy Notice . #J-18808-Ljbffr