Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely - whether they're renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded 'Outstanding Leader in Accessibility' and 'Best Innovation in Algorithmic Bias Mitigation' awards at CogX.

Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded 'Artificial Intelligence and Machine Learning Hot Company' by CyberDefense Global Infosec Awards, 'Fraud Prevention Innovation of the Year' at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week - from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States - where we've grown in year-over-year sales by 264% - as more enterprise organisations accelerate their digital transformation plans with Onfido.

Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.

The Opportunity

Our Vice President of Global Customer Success will be a key part of the Customer leadership team, working cross-functionally with Customer Support, A growing Professional Services function, Product Management, Engineering, and Sales. This senior leader will report to the Chief Customer Officer.

The Vice President of Global Customer Success will build a world class customer-centric CSM organization that is ultimately responsible for customer retention and for laying the foundation for growth by: A) ensuring customers are quickly and consistently realizing value from their investment in Onfido; and B) creating a culture that focuses on improving the customer experience and providing visibility into that experience to the rest of Onfido.

At Onfido, "Putting the customer at the center of everything we do" is a core objective. The leader of our CSM organization will have a seat at the table to help define how our different teams can ensure our customers are quickly and easily realizing value from their partnership with us.

As a VP of Global Customer Success at Onfido you will:

Lead a world class CSM organization with ultimate responsibility for the success of our customers through the adoption of our solution.
Create a true "partnership of peers" with the sales organization, coordinating the execution of our customers' success plans with our joint account strategy.
Lead and enable a team of subject matter experts to ensure our customers are adopting the product in a way that measurably achieves their business objectives.
Develop data-driven customer health scores; playbooks for risk and value management; and a customer maturity model.
Partner with the renewals team to provide 3+ quarter advance visibility into renewals risk and forecasting based on leading data indicators in the customer base.
Partner with Sales, Support, Product Management, Engineering, and other functions to prioritize the development of new product capabilities based on customer requirements.
Lead a CSM organization that provides a differentiated customer experience and, as a result, a competitive advantage for Onfido.
Provide actionable data to Product and Engineering teams that will allow them to better prioritize their efforts and continuously improve the customer experience.
Develop automation, self-service solutions, and technology at scale that increases speed to adoption for customers and reduces friction and effort in the process.
Manage a global organization, creating a structure that strikes the right balance between: A) autonomy/empowerment in region and function; and B) consistency of process and customer experience globally.
Be a critical member of the Customer Org leadership team, reporting to the Chief Customer Officer, partner closely with our Product Management, Engineering, Customer Support, Sales, and Renewals leaders and their teams, ensuring we're owning and addressing opportunities to improve the customer experience across the company.
Provide data and insights to the rest of the company in order to proactively improve customer experience.
Be a true partner to our customers by maniacally focusing on their realization of value, even when that path to resolution may not be what the customer had originally anticipated. Partner with other functions in order to ensure that customers get to their true desired outcome, even if it requires some difficult conversations to get them to think differently about their approach and learn from us in the process.

We're looking for a VP of Global Customer Success who can display the below skills & experience:

A leader who puts the customer first when framing the problem, the approach, and the solution.
Experience leading a global CSM organization for a SaaS or subscription software company.
A balanced style that relies heavily on data to drive decision making, but also understands the complexity of implementing change in a global, multicultural organization.
Experience implementing global CSM solutions and providing an integrated view of the customer across Sales, Support, Renewals, CSM, Services, Product, and Engineering.
Experience working with a SaaS company; high growth and pre-IPO experience a plus.
Superior organizational and analytical skills, providing not just data, but insights when presenting information.
Ability to collaborate with and influence executive leadership.
Ability to independently identify problems, propose solutions and execute on those solutions.
15+ years in Customer Success, Customer Support and/or Professional Services, including at least 5 years in global executive leadership role and a strong loyalty-based relationships with former colleagues and team members.
A track record of having successfully transformed a Global CSM organization in a previous role and quantifiable metrics that show the impact on the organization and customer base.
A track record of building strong cross-functional relationships and processes with Product, Engineering, Customer Support, and Sales.
A desire and ability to crush it at Onfido and ensure the team has fun doing it!
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.

Onfido Culture

Onfidoer's share a set of core values and want to hear from you if you believe in:

> Succeeding together; you work collaboratively and put the team first

> Taking pride; you care about quality, producing great work and customer / user outcomes

> Creating customer buzz; you demonstrate a strong user / customer focus

> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others

> Finding a better way; you're adept at finding solutions, experimentation and innovating to make things better

Onfido Balance

Personal hyper-growth requires a fast-moving environment, a clear career development plan and-crucially-looking after ourselves.

Onfido Balance is the toolkit we've developed to succinctly communicate our benefits offering:

> Our Body benefits prioritise health, wellbeing, exercise and recovery.

> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.

> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.

Check out Life at Onfido via our LinkedIn Careers Page !

Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.

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