Senior Manager - Customer Success

At IDfy, Customer Success is not a support functionits a growth engine.

As a Senior Manager Customer Success,, you will own outcomes for our global customers across geographies. Youll operate as a trusted advisor, helping clients unlock measurable value from IDfy while identifying opportunities to expand and deepen partnerships. This role is for someone who is proactive, polished, commercially sharp, and thrives in environments that reward ownership over escalation.

The Outcomes You Will Drive

• Long-term, value-led relationships with international customers
• Consistent renewal, upsell, and cross-sell outcomes aligned to assigned targets
• High-quality Quarterly Business Reviews (QBRs) that demonstrate ROI and strategic impact
• Strong customer advocacy and referenceability across global markets
• Data-driven decision-making for clients by tracking consumption, assessing proximity to their goals, and enabling them to achieve those goals.

We Are the Perfect Match If You

1. 5- 8 years of post MBA experience in Customer Success/Account Management roles
2. Have clear, confident, and polished communicationwritten and verbal
3. Have a strong analytical mindset with comfort in data-driven conversations
4. Have ability to structure and drive projects by setting milestones, tracking progress, coordinating stakeholders, and ensuring clients achieve their defined goals.
5. Are experienced running executive-level business reviews and outcome discussions
6. Have a commercial acumen with proven upsell / cross-sell exposure
7. Have experience in SaaS, fintech, or B2B technology platforms
8. Are able to manage multiple accounts, priorities, and stakeholders simultaneously
9. Are calm, composed, and solution-oriented in complex stakeholder environments
10. Are able to move things forward through credibility, clarity, and collaboration

Heres What Your Day Will Look Like

1. Own a portfolio of international customers across multiple geographies
2. Deeply understand client businesses, success metrics, and evolving priorities
3. Lead QBRs with data-backed insights, performance trends, and growth recommendations
4. Identify and execute upsell and cross-sell opportunities through consultative value positioning
5. Influence outcomes by collaborating effectively with Product, Tech, Sales, and Operationswithout formal authority
6. Proactively anticipate risks and resolve issues before they become escalations
7. Represent the customers perspective internally while balancing business priorities

Why IDfy?

At IDfy, Customer Success is not about firefightingits about creating long-term value at scale.

Our customers trust us with mission-critical workflows across onboarding, fraud prevention, risk, and compliance. That means you wont be managing surface-level relationshipsyoull be shaping how global businesses operate, grow, and stay secure.

In this role, youll get:

• Global exposure: Work with customers across international markets, industries, and regulatory environments
• Outcome ownership: Real responsibility for renewals, expansion, and customer growthnot just satisfaction scores
• High-impact conversations: Engage with senior stakeholders through data-backed QBRs and strategic reviews
• Strong product depth: Solutions that enable consultative, value-led sellingnot ticket-based support
• A culture of trust: High autonomy, minimal bureaucracy, and expectations of maturity and ownership
• Room to grow: Learn fast, lead early, and build a meaningful career in a category-defining company

If you thrive in ambiguity, enjoy influencing without authority, and want your work to directly impact customer success and business growthIDfy gives you the platform to do exactly that.