Customer Success Manager

What you’ll do

iProov is currently growing at an exceptional rate, with a growing portfolio of direct customers and partners. In order to support this growth, iProov is looking for a Customer Success Manager/Partner Success Manager to join our Customer Success team in our London HQ. You will join our dynamic and rapidly growing biometrics company serving major financial institutions and governments among others across the globe.

As a CSM, you will play a key role in driving product adoption, business outcomes and success. You should be comfortable engaging at a senior level, backed by a strong understanding of our customer’s and partners’ business and become an internal champion of the business outcomes most critical to their specific business needs. Key to this role is the ability to articulate value, inspire customers to sell the value of the iproov products and encourage adoption and expansion. The ideal candidate should possess strong business and analytical expertise as well as strong account management expertise.

The CSM will work closely with our Partners Team, Solutions Consultants and Customer Success Architects team to ensure the success of iProov’s strategic customers and partners, maximising customer retention rates and driving partner growth via facilitating engagements that generate pipeline of opportunities. He/she will build and maintain strong relationships with multiple contacts within the assigned partner organizations. He/she will serve as an escalation point of contact for issues that impacts the partner’s success. He/she will be required to maintain strong working relationships with other internal teams such as Sales, Marketing, Product, Engineering & Research.

You are ultimately responsible for the health, retention and growth of your portfolio of customers and partners; this is driven through demonstrating the value of the products and services provided to the partner’s business via regular touch bases, monthly and quarterly reviews and other adhoc engagements.

Responsibilities include:

  • Manage the partnership life cycle which includes initial launch and onboarding, CSM enablement, coordinating partner enablement activities, maintaining a healthy steady state, executive alignment, renewal and growth of the partnership.
  • Work with the partner team to plan and execute long term success plans to facilitate retention and growth via generating partner opportunity pipeline.
  • Service a portfolio of partnerships accounts, while maximising retention and adoption. Develop and maintain long-term relationships with stakeholders in your account portfolio.
  • Identify and qualify growth opportunities for Account Managers to drive strategic expansion and growth
  • Work cross-functionally with partnerships, product, engineering, sales, marketing and other teams to resolve partner business and product issues and work towards their stated goals.
  • Manage partner feedback and product needs by providing feature requests to internal teams.
  • Being attentive to partner needs at all times and identify up-sell opportunities
  • Being responsible for identifying key strategies for revenue acceleration and conducting QBRs
  • Developing and executing partner success plans, as well as tracking and reporting on key metrics to ensure adoption and success

Desirable skills, knowledge and experience

  • 5+ years of experience in a Customer Success/Account Management role servicing enterprise accounts. Experience working with Partnerships is essential.
  • Experience with project management and account/success planning and prioritization. Solution and outcome oriented
  • Proactively identifies and qualifies issues as opportunities
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • Strong interpersonal communication skills (verbal and written)
  • Track record of successful planning and execution of Executive Business Reviews.
  • Basic understanding of SDK and API based products
  • Proven availability to collaborate and build strong relationships with partners at a senior level
  • Exception analytical and problem solving skills, including the ability to figure out how things should work, and to identify patterns and trends
  • Familiarity with B2B SaaS product organisations, sales processes and consulting best practices
  • A positive, self-starter attitude and desire to exceed expectations at every opportunity
  • Attention to detail, strong organization skills, and an absolute focus on quality of work
  • Strong social skills

iProov is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sexual orientation or veteran status.

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