Customer Success Manager - Digital Identity & Authentication

Summary

Join Incognia's Customer Success team and ensure customers maximize the value of our location identity solutions. You will build strong relationships with key stakeholders, support a portfolio of accounts, and combat diverse fraud types. Responsibilities include monitoring usage metrics, proposing process improvements, and following customer roadmaps. You will also contribute to internal process improvements and participate in industry events. This role requires a Bachelor's degree, 3+ years of experience in relevant fields, and SaaS B2B experience. Incognia offers a competitive salary and benefits package, including medical, dental, vision, life insurance, remote work stipend, 401K, PTO, paid sick leave, and an ESOP.

Requirements

• Bachelor’s degree in business or technology fields
• 3+ years of experience with authentication, biometrics, anti-fraud, digital or mobile identity solutions
• SaaS B2B experience
• Previous experience managing medium/large accounts
• Experience with data analysis and SQL - ability to work data in different tables/databases
• Definition and analysis of KPIs

Responsibilities

• Engage customers in strategy meetings to derive maximum value from their partnership with Incognia
• Build and foster relationships with key decision makers and stakeholders across multiple customers
• Support a portfolio of Incognia accounts to combat diverse fraud types
• Monitor usage and performance metrics
• Propose improvements in customer processes, based on our solutions
• Monitor the resolution of internal improvements that impact the customer
• Follow customer roadmap activities related to our solutions
• Maintain the relationship with the main customer stakeholders
• Periodic meetings with the client for accountability and follow-up
• Contribute to the maturation of the team/company processes Improvement of internal processes to optimize the scalability of our operations
• Participate in industry events (SaaS, authentication, anti-fraud and digital identity) in order to expand networking and continue to enhance industry knowledge

Benefits

• Annual Salary
• Medical, dental, vision and life insurance
• Remote work stipend
• 401(K)
• 22 business days PTO per year
• Paid sick leave
• Employee Stock Options Program (ESOP)