Enterprise Customer Success Manager in London

Yoti, founded in 2014, 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. Since launch we have over twenty million app downloads worldwide and have expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e‑signing, AI anti‑spoofing technologies and other innovative offerings.

Purpose of the Role

As a strategic partner for our largest enterprise clients, you will drive product adoption, education, and long‑term growth while ensuring a premium customer experience. This role blends deep technical and product knowledge, analytical thinking and a strong grasp of various markets to drive long‑term customer value.

Role Dimensions

Part of the Client Services team working closely with Sales, Product, BI and Operations.

Principal Responsibilities

• Relationship Management – Serve as the primary advisor and advocate throughout the lifecycle, from onboarding and implementation to retention and expansion.
• Technical Support & Optimisation – Maintain deep product knowledge to provide technical guidance and monitor performance metrics to identify optimisation opportunities.
• Content & Education – Create and maintain internal and client‑facing resources, including guides, FAQs, and presentations.
• Cross‑Functional Collaboration – Manage escalations and relay client feedback to Product, Sales and BI teams to improve the customer experience.
• Industry Expertise – Monitor market and regulatory trends to provide proactive, context‑aware advice to clients.
• Process Evolution – Contribute to the development of Customer Success workflows and manage specific service functions.

Knowledge, Skills, Qualifications and Experience

• Experience – 2–3 years in Enterprise SaaS Customer Success.
• Technical Proficiency – Daily use of Salesforce, G Suite and Looker; basic ability to read code such as JavaScript and JSON.
• Communication – Exceptional ability to foster executive relationships and present complex insights to diverse stakeholders.
• Problem Solving – Proactive, curious mindset with the ability to investigate complex issues independently and navigate ambiguity.
• Leadership – Proven ability to develop key strategies, track delivery, and motivate cross‑functional teams.
• Adaptability – Willingness to work with all client sectors, including the adult industry.

Benefits

• Flexible working (core hours, hybrid working)
• Performance‑based discretionary annual bonus
• Share options and internal share market
• Private medical insurance (dental and optical cover included)
• Life insurance
• Enhanced pension
• Cycle‑to‑work scheme
• Electric car scheme
• Enhanced parent policies
• 25 days holiday plus bank holidays, Yotiversary days and birthday day off
• 5 fully paid days of Selfie Time for personal development, volunteering, charity events, etc.
• Team and company activities, social clubs
• Continuous learning opportunities (annual training budgets, conferences, etc.)

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 and experiences.

Disability Confident

We are proud to be a Disability Confident employer and we’re committed to making our recruitment process as inclusive and accessible as possible. If you have a disability or long‑term condition and need any adjustments or support during the application or interview process, please let us know – we’ll do everything we can to support you and to enable you to bring your best self to our hiring process.

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.

Privacy Notice

For more information about how we manage your data please read our Applicant Privacy Notice.

AI Usage during the Recruitment Process

Please read our AI usage policy to know more about how Yoti uses AI in the recruitment process and our stance on how candidates can use AI during the interview process.