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.

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

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

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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting

Referrals increase your chances of interviewing at OneID by 2x

Get notified about new Customer Success Manager jobs in United Kingdom.

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.