Overview
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.
Responsibilities
* Customer Onboarding & Implementation
o Run the onboarding process for new customers, including KYC verification, sandbox and admin console setup, and hosting kick-off meetings.
o Manage internal handovers and facilitate smooth transitions from onboarding to ongoing success management.
o Facilitate migrations and ensure customers are fully operational with OneID’s platform.
* Account Management & Retention
o Maximize customer retention, account expansion, and foster advocacy through strategic engagement with high-value accounts.
o Deliver quarterly business reviews, align customer goals with the product roadmap, and maintain active feedback loops with Product and UX teams.
o Develop success plans, monitor customer health scores, and execute growth strategies in partnership with Sales.
* Customer Support & Feedback
o Monitor customer and user feedback via the HubSpot inbox and assist in resolving technical issues in collaboration with the Support team.
o Host daily live service stand-ups to address operational priorities and customer-impacting issues.
o Manage the Voice of the Customer programme, capturing insights to improve product and service offerings.
* Scaled Success & Automation
o Manage low-touch accounts using a hybrid approach of light human support and data-driven automation.
o Conduct trigger-based outreach, create targeted email campaigns, and ensure value delivery across all account segments.
* Data & Insights
o Monitor data and analytics to track changes in customer behaviour and identify opportunities for proactive engagement.
o Use insights to refine success strategies, improve processes, and enhance customer satisfaction.
* Collaboration & Continuous Improvement
o Partner with cross-functional teams to gather customer insights and influence product improvements.
o Contribute to case studies, customer advocacy initiatives, and best practice documentation.
o Lead the scaling of the Customer Solutions function, managing and developing the team and processes for our fast growing customer base.
* Tools & Technologies
o Proficient with HubSpot, Jira, Confluence, Microsoft Office Suite, and Slack.
Requirements
* 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.
Benefits
* 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
Salary up to £70,000 pa dependant on experience.
Position details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industries: IT Services and IT Consulting
OneID is an equal opportunities employer and values diversity and inclusion. We are committed to respecting all individuals irrespective of gender, background, race, religion, or orientation. OneID is accredited by the Living Wage Foundation and is a proud B Corp.
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