You'll be stepping into the role of Head of Customer Success for our Identity business, where you'll lead a team and spearhead strategies to ensure our customers' satisfaction, retention, and growth. You'll have the opportunity to make a global impact, delivering exceptional service and support while driving long-term success for both our customers and our company.
A little bit about us
Microblink is an AI company with expertise in computer vision. We create unique products and tools in digital identity with the desire to bring the benefits of AI to every person on Earth. Our teams in Zagreb & New York touch hundreds of millions of people every year - with over 800M identity documents processed in more than 70 countries around the world.
Here’s what you’ll do:
- Lead, mentor, and inspire a team of customer success managers by paving the way to achieve departmental and company goals.
- Develop and implement comprehensive customer success strategies to enhance customer satisfaction, retention, and growth.
- Build and maintain enterprise relationships with key customers, understanding their business needs and challenges to provide tailored solutions with high business impact.
- Serve as the voice of the customer within the organization, advocating for their needs and driving initiatives to improve their experience.
- Collaborate closely with leaders from sales, support, product, engineering and other teams to ensure alignment on customer needs and priorities.
- Establish key performance indicators (KPIs) and metrics to track the success of customer success initiatives, regularly monitoring performance and making adjustments as needed (including GRR, NRR, CSQLs, NPS, health scores, product adoption metrics, and other customer success metrics).
- Identify areas for improvement in processes, tools, and systems to enhance the effectiveness and efficiency of the customer success function.
- Provide ongoing training and development opportunities for the customer success team to enhance their skills and knowledge.
- Gather and analyze customer feedback to identify trends, opportunities, and areas for improvement, and drive initiatives to address them.
- Prepare regular reports and presentations on customer success metrics, trends, and initiatives for the Senior Leadership Team
You'll be successful in this role if you have:
- Bachelor's degree in business administration, marketing, or a related field
- At least seven years of experience in a customer success role, coupled with a demonstrated track record of leadership in customer success. Preference will be given to candidates with leadership experience in SaaS or B2B technology companies
- Experience in digital identity verification and fraud prevention
- Strong leadership and team management skills, with the ability to motivate and inspire a team
- Strong technical aptitude
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders
- Strategic thinking and problem-solving abilities, with a track record of developing and implementing successful customer success strategies
- Analytical mindset, with the ability to interpret data and metrics to drive decision-making and continuous improvement
- Customer-focused mindset, with a passion for delivering exceptional service and support
- Experience working cross-functionally with sales, marketing, product, and other teams
Here’s what you’ll gain if you join us
- Microblink owes its success to its people. That is why we offer equity participation to all of our full-time employees so that we can grow together
- You’ll have plenty of opportunities to learn and develop your skills through
- Challenging working environment
- Dedicated time for growth and adopting new skills
- Dedicated budget for professional development
- You’ll have a flexible work arrangement that allows you to work from anywhere and adjust your work schedule in a way that works for you
- If you are a modern technology lover, we feel you. That’s why we offer you an additional individual budget for the tech equipment of your choice
- Together with us, you will build extraordinary and future-oriented identity products for millions of end-users on all continents with constant growth!
- You’ll have an opportunity to take the lead as a front face in industry-specific networking events, talks, and panels
- We take special care of our parent-team members. Financial support during your parental leave, 100% paid sick leave to care for your kids, days off for important events like your kid’s 1st bday and their 1st days at school/kindergarten, the opportunity to work part-time for a full salary in the 1st month after coming from parental leave - those are just some of the benefits we offer to Microblink parents
- At Microblink, we nurture a culture that recognizes and rewards success and is not afraid to try, fail and learn from mistakes. Find out what it feels like to work at Microblink
How can you join us?
If this role intrigues you, do not hesitate to hit the apply button and send us your resume. Get in touch with us and we promise to get back to you.
Microblink LLC is an equal opportunity employer committed to diversity and inclusion in the workplace. This policy applies to all employment practices within our organization, from hiring to the end of your business relationship with us. Accordingly, this job advertisement is equally applicable to all people and Microblink will make a hiring decision based solely on qualifications, merit, and business needs. We prohibit discrimination of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws, as well as our internal policies and culture.
For detailed information on how we process personal data, please read our Privacy Policy https://microblink.com/privacy-policy/ or reach out to our Data Protection Officer at privacy@microblink.com.
