Customer Success Manager

2 days ago

Singapur, Singapore Onfido PTE LTD (SG) Full time

About Onfido PTE LTD (SG)

Onfido PTE LTD (SG) is a leading provider of identity-centric security solutions, empowering organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world.

Job Title: Customer Success Manager

We are seeking a dynamic Customer Success Manager to nurture, grow, and retain our accounts across the Southeast Asian market.

Responsibilities:

  • Manage an existing Book of Business, with a focus on driving ongoing usage revenue, ensuring on-time renewals, and identifying growth opportunities.
  • Collaborate closely with our Account Executive, Renewal, and Product teams to deliver an outstanding Onfido experience throughout the customer lifecycle.
  • Partner with our onboarding team to ensure a seamless client onboarding, change management, and integration process.
  • Develop and maintain long-term partnerships with key customers and stakeholders.
  • Lead and coordinate various projects to achieve strategic growth objectives for both your customers and Onfido.
  • Serve as the primary point of contact for customer inquiries, including technical issues.
  • Act as the voice of the customer within Onfido, providing critical feedback to the Product team on customer priorities, issues, and enhancement requests.
  • Take ownership and accountability for meeting and exceeding usage targets, customer retention, and satisfaction.

Qualifications:

  • 3+ years of experience in Customer Success Management, Client Service, Technical Account Management, Implementation, or a similar role.
  • Experience managing a Book of Business with an average customer value of $100k-$400k+, with a proven track record of achieving quarterly KPIs related to revenue, usage, and retention.
  • Strong project management skills.
  • Solid commercial and technical acumen, particularly in understanding client challenges related to IT development and deployment within the SaaS market.
  • A basic understanding of SDK integration and RESTful API design and integration patterns.
  • A business solutions mindset, with a focus on helping customers achieve their desired outcomes.
  • Demonstrable stakeholder management skills, both within service providers and customer teams.
  • The ability to communicate and present complex information clearly and concisely, with strong reasoning and attention to detail.
  • Service delivery expertise, with experience in monitoring performance, managing issues, and resolving problems to benefit both the client and Onfido.
  • Strong data analysis skills.
  • Fluency in both English and Tagalog.

Preferred Qualifications:

  • Experience working in SaaS environments (preferred).
  • Proficiency with tools such as Salesforce, Gainsight, and other analytical tools (preferred).

About Us

Onfido PTE LTD (SG) is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Onfido supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.

For more information, visit. Follow us on,,,, and

Onfido PTE LTD (SG) is an EOE/AA/Veterans/People with Disabilities employer.

#LI-NR1

Onfido PTE LTD (SG) is an EEO/AA/Disabled/Veterans Employer

Onfido values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

Recruiter:

Neha Rathore

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