Customer Success Manager - Immediate Start

At OneID®, we are empowering everyone to control their online identity. Our digital identity solution allows people in the UK to simply prove who they are online. 

We are seeking a proactive and strategic Customer Success Manager to ensure our customers realise maximum value from OneID®. You will guide customers from onboarding through ongoing success, driving retention, growth, and advocacy. This role requires a blend of hands-on relationship management, data-driven engagement, and cross-functional collaboration.

Role Details

 You will be the primary customer contact for existing customers of OneID®, working closely with them to ensure they get the most benefit from OneID®.

Key Responsibilities

Customer Onboarding & Implementation

• Run the onboarding process for new customers, including KYC verification, sandbox and admin console setup, and hosting kick-off meetings.
• Manage internal handovers and facilitate smooth transitions from onboarding to ongoing success management.
• Facilitate migrations and ensure customers are fully operational with OneID’s platform.

Account Management & Retention

• Maximize customer retention, account expansion, and foster advocacy through strategic engagement with high-value accounts.
• Deliver quarterly business reviews, align customer goals with the product roadmap, and maintain active feedback loops with Product and UX teams.
• Develop success plans, monitor customer health scores, and execute growth strategies in partnership with Sales.

Customer Support & Feedback

• Monitor customer and user feedback via the HubSpot inbox and assist in resolving technical issues in collaboration with the Support team.
• Host daily live service stand-ups to address operational priorities and customer-impacting issues.
• Manage the Voice of the Customer programme, capturing insights to improve product and service offerings.

Scaled Success & Automation

• Manage low-touch accounts using a hybrid approach of light human support and data-driven automation.
• Conduct trigger-based outreach, create targeted email campaigns, and ensure value delivery across all account segments.

Data & Insights

• Monitor data and analytics to track changes in customer behaviour and identify opportunities for proactive engagement.
• Use insights to refine success strategies, improve processes, and enhance customer satisfaction.

Collaboration & Continuous Improvement

• Partner with cross-functional teams to gather customer insights and influence product improvements.
• Contribute to case studies, customer advocacy initiatives, and best practice documentation.
• Lead the scaling of the Customer Solutions function, managing and developing the team and processes for our fast growing customer base.

Tools & Technologies

• Proficient with HubSpot, Jira, Confluence, Microsoft Office Suite, and Slack.

• Proven experience in a similar role in a SaaS business growing a Customer Success team along with the processes.
• Strong leadership and communication, with a track record of making change happen.
• Ability to manage multiple priorities, adapt and grow in a fast-paced, evolving environment.
• A customer-centric mindset, trusted by your customers, championing their voice in the company.
• Analytical mindset with experience in health scoring, campaign execution, and growth planning.

• Flexible Working helping to support work life balance 
• Flexible Workspace across the UK 
• Health insurance including dental care options, access to 24/7 GP virtual services and gym membership discounts 
• Life insurance
• Enhanced maternity and paternity policies

By joining us you will be joining a small team of bright, passionate, and enthusiastic people working to change the future.   

OneID®, is an equal opportunities employer, and we cherish diversity and inclusion. We are passionate about respecting all individuals irrespective of their gender, background, race, religion, or orientation. OneID® accredited by the Living Wage Foundation and is a proud B Corp. 

Salary up to £70,000 pa dependant on experience