Enterprise Customer Success Manager

Who we are

Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people.

Today, we have over twenty million app downloads around the world. We've expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings.

From day one, we've been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives.

Purpose of the Role

As a strategic partner for our largest enterprise clients, you will drive product adoption, education, and long-term growth while ensuring a premium customer experience. This role blends deep technical and product knowledge, analytical thinking and a strong grasp of various markets to drive long-term customer value.

Role Dimensions

Part of the Client Services team working closely with the Sales, Product, BI and Operations Team.

Principal Responsibilities

• Relationship Management: Serve as the primary advisor and advocate throughout the lifecycle, from onboarding and implementation to retention and expansion.
• Technical Support & Optimisation: Maintain deep product knowledge to provide technical guidance and monitor performance metrics to identify optimisation opportunities.
• Content & Education: Create and maintain internal and client-facing resources, including guides, FAQs, and presentations.
• Cross-Functional Collaboration: Manage escalations and relay client feedback to Product, Sales and BI teams to improve the customer experience.
• Industry Expertise: Monitor market and regulatory trends to provide proactive, context-aware advice to clients.
• Process Evolution: Contribute to the development of Customer Success workflows and manage specific service functions.

Knowledge, Skills, Qualifications and Experience

• Experience: 2-3 years in Enterprise SaaS Customer Success.
• Technical Proficiency: You will work with platforms such as Salesforce, G Suite and Looker on a daily basis; and need to have basic ability to read code like JavaScript and JSON.
• Communication: Exceptional ability to foster executive relationships and present complex insights to diverse stakeholders.
• Problem Solving: A proactive, curious mindset with the ability to investigate complex issues independently and navigate ambiguity.
• Leadership: Proven ability to develop key strategies, track delivery, and motivate cross-functional teams.
• Adaptability: Willingness to work with all client sectors, including the adult industry.

Interview Process

1. Stage 1 - Talent acquisition team member (30 minutes)
2. Stage 2 - Interview with hiring manager (60 minutes)
3. Stage 3 - Take home assessment
4. Stage 4 - In person final interview (120 minutes)

What's in it for you?

• Flexible working (Core Hours, Hybrid Working)
• Performance based discretionary annual bonus
• Share Options and Internal Share Market
• Private Medical Insurance (Dental and Optical cover included)
• Life Insurance
• Enhanced Pension
• Cycle to work scheme
• Electric Car Scheme
• Enhanced Parent Policies
• 25 days holiday (plus bank holidays) + Yotiversary Days + Birthday Day off
• 5 fully paid days of Selfie Time - for your own personal development, volunteering, charity events, etc
• Team and company activities, Social clubs
• Continuous learning opportunities (Annual Training budgets, conferences etc)

This is a great opportunity to join a company that is leading the way for innovative and responsible identity verification. We're looking for people who can adapt to a fast-paced environment, as well as champion our brand and what we stand for. We value a positive attitude and people who have a collaborative, creative and transparent approach to solving problems.

AI Usage during the recruitment process

Please read our AI Usage in Recruitment policy to know more about how Yoti uses AI in the recruitment process and our stance on how candidates can use AI during the interview process.

We believe in equal opportunities

It takes a diverse community of passionate, talented and committed people to build a simpler, more secure way of proving identity. We're an equal opportunity employer, so we welcome applications from people of all backgrounds, with different outlooks and experiences.

We are proud to be a Disability Confident employer and we're committed to making our recruitment process as inclusive and accessible as possible.

If you have a disability or long-term condition and need any adjustments or support during the application or interview process, please let us know - we'll do everything we can to support you and to enable you to bring your best self to our hiring process.

Pre-employment checks

If your application is successful please be aware that as part of our pre-employment checks:

• We will check your details against fraud prevention databases
• We will check identity; address match; PEPs and sanctions; bank validation, verification, fraud checks, negative data (CCJ, bankruptcy)
• If our investigations identify fraud or other criminal offences both when applying for a job and during your employment, we will record the details on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and other organisations to prevent fraud.
• Please contact to get information on which fraud prevention databases we use.

For more information about how we manage your data please read our Applicant Privacy Notice.