Enterprise Customer Success Manager - EMEA

Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.

Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services.

We're rapidly scaling our diverse global team and are looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up!

The Opportunity

We are seeking a high-energy and collaborative Enterprise Customer Success Manager for EMEA to act as the strategic interface between our clients, internal engineering, and product teams. This role requires both tactical skills and strategic thinking. The successful candidate will help navigate agile delivery, manage teams and architecture, and guide projects to successful completion. You will work closely with Product Managers, Delivery, DevOps, Infrastructure, and Business Operations teams in a highly collaborative, global environment to deliver quality software and solutions to our clients.

Responsibilities

1. Manage all stages of customer relationships, including implementation, project management, and ongoing support.
2. Build strong client relationships through exceptional service.
3. Deliver insight presentations, including data analysis and interpretation, for clients and their executive teams.
4. Manage key issues and risks effectively.
5. Provide expert knowledge and support to clients through a consultative approach, ensuring successful outcomes.
6. Collaborate with the Client Success team to deliver outstanding support.
7. Engage Solution Engineers and other teams to provide solutions, guide implementations, and facilitate transition into production, fostering account growth.
8. Make impactful, creative decisions.
9. Develop processes to accurately scope enterprise customer requirements.
10. Establish methodologies that deliver continuous results and measure success.
11. Support customers with integration and production issues, leveraging product knowledge and cross-team interactions.
12. Find creative solutions to customer requests to enhance their experience.

Requirements

1. Experience leading customer projects in a consulting firm, demonstrating analytical and problem-solving skills.
2. An MBA or relevant Master's degree in business, technology, or engineering is highly preferred.
3. Previous experience in Customer Success within enterprise and/or SaaS environments is a plus.
4. Technical acumen to effectively articulate enterprise capabilities and offerings.
5. Excellent communication skills with the ability to simplify complex issues.
6. Comfort with large data sets and extracting business insights.
7. Ability to navigate ambiguity and adapt in a rapidly evolving business landscape.
8. Strong stakeholder management skills for internal and external stakeholders.
9. Experience working with mobile apps and enterprise services.
10. Knowledge of biometrics or identity software is advantageous.
11. Proven track record of resolving issues collaboratively across functions.
12. Confident relationship builder with customers and internal teams.
13. Curious, eager to learn, and proactive in knowledge sharing.
14. Ability to work efficiently in a fast-paced environment with a sense of urgency.

Additional benefits vary by location (e.g., 401k, medical insurance).

Incode is committed to diversity and inclusion, welcoming talented individuals from all backgrounds.

We will only use your personal information for application, recruitment, and hiring purposes.