Senior Customer Success Manager

Encompass enables fast, accurate identity validation and verification of corporate customers, and a gold standard approach to KYC. Our award-winning corporate digital identity (CDI) platform incorporates real-time data and documents from authoritative global public data sources and private customer information, to create and maintain digital risk profiles. Utilizing the expertise of a global transformation team of KYC and banking industry experts, as well as strategic data, technology and consulting partnerships, enables seamless integration of Encompass into existing workflows and systems. With Encompass, the world’s leading banks improve customer experience and increase business opportunities through consistent regulatory compliance and risk mitigation.

This position presents a rare opportunity to be part of a fast-growing consulting practice, within a high growth, global FinTech/RegTech business. Our unique KYC automation technology continues to be rapidly adopted by major financial and professional service firms, which has led to expanding our Customer Success team and the need to appoint Senior Customer Success Managers to support our Tier 1 financial services Customers. This role reports into the Head of Customer Success, working closely with our dedicated Sales, Product and Support teams.

Key activities include:

• Create customer success account plans to maximise the active user base, support adoption, and drive advocacy.
• Supporting revenue growth through identifying new opportunities for MRR and Professional Services.
• Work closely with Customers to manage user training and user shadowing.
• Identify opportunities to improve the customer platform experience through data led investigation, configuration changes, enhancements and roadmap features.
• Help the customer deliver success through the platform and against their KPI’s, goals and outcomes.
• Be in the internal “voice of the customer” and advocate for support issue resolution and new product requests internally on behalf of the Customer.
• Own internal initiatives that move the team forward in successfully achieving our team KPIs (CSAT, Adoption, Retention, Value).
• Be the communication funnel between the two organisations, including Customer and internal Support desk teams.

Skills, Knowledge and Expertise:

You are a passionate, proven Customer Success Manager, having successfully grown ‘promoter’ relationships across Tier 1 Banking Customers. You understand what it takes to develop proactive, value add customer engagements, that lead to transparent, collaborative, growth accounts. You develop strong, open, trusted two-way relationships with your Customers, by understanding their needs and what drives their success. You are able to guide them on how to get the most from the solution/service, using data insight and best practice to drive recommendations, bringing in experts where needed to drive more detailed discussions. This position is dynamic and highly cross-functional, and our Success Managers have an essential role in orchestrating and funnelling conversations across the two organisations. Armed with key customer insight and knowledge, a Customer Success Manager must regularly work with the sales, product, engineering, support, and marketing teams as a keen customer advocate to ensure that customer outcomes are achieved.

To be considered for this position, ideal candidates must have the following experience/skills:

• Proven experience working in Customer Success or Account/Relationship Management managing a portfolio of large enterprise banks.
• Experience delivering engaging customer training both online and in-person.
• Experience working in a B2B SaaS environment, ideally in a global/distributed company.
• Knowledge of Onboarding, KYC/AML.
• Outstanding communication and customer relationship skills.
• Ability to work autonomously.
• Excellent organisation skills and ability to multitask in a fast-paced startup environment.
• Proficient using Microsoft Office (Excel, PowerPoint, Word).
• Working knowledge of Salesforce, Confluence and Jira.
• Travel to Customer Meetings will be required.

Equal Opportunities:

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and empowered to thrive. We welcome applications from individuals of all backgrounds, regardless of race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you require any adjustments during the recruitment process to ensure an equitable experience, please let us know. Join us in creating an environment where everyone can contribute their best work.

We offer a rewarding and challenging place to work, a transparent and collaborative culture and a well-rounded benefits package. Below are some of what we currently offer:

• Participation in our industry leading share options scheme.
• Private Medical Plan.
• 20 days a year Work From Anywhere policy for all staff.
• Flexible-first working policy.
• Enhanced annual, personal and parental leave schemes.
• Paid volunteering leave programme.
• Employer recognition and employee assistance programmes.