Idfy - Customer Success Manager - Global Accounts

Want a seat on the IDfy rocketship?.

- Unlock the next billion! Did you know that IDfy has verified more than 100mn profiles around the world? In the next 2 years, we want to touch a billion users.

- If you wish to be part of this rocket ship filled with lots of action and learning, we welcome you to be part of the team! IDfy builds products on cloud-based technologies that run mission-critical functions at large organizations and rapidly growing start-ups.

- Our technologies run customer onboarding processes for Banks like HDFC Bank, build delivery networks of e-commerce majors like Amazon and Zomato, drive financial inclusion for Paytm and BharatPe, and safeguard the likes of Dream11 and MPL from fraud and money laundering. We have more than 1500 customers worldwide.

- In 2021, IDfy was named 'Fintech Scale up of the year' by IFTA.

- The Customer Success Manager - Global Accounts is responsible for ensuring the long-term success, retention, and growth of strategic global customers.

- This role requires a consultative approach to problem-solving, structured thinking for addressing challenges, and a proactive mindset to drive customer value.

- The CSM acts as a trusted advisor, helping customers optimize their use of the company's solutions to achieve business outcomes.

Key Responsibilities:.

- Strategic Customer Relationship Management.

- Build and nurture strong, long-term relationships with key stakeholders across global accounts.

- Act as a trusted advisor, deeply understanding customers' business models, challenges, and objectives.

- Leverage a consultative approach to assess customer needs and deliver tailored recommendations that drive measurable outcomes.

- Driving Customer Success & Value.

- Ensure customers are achieving their desired outcomes by maximizing their use of the company's products/services.

- Conduct business reviews and strategic discussions to align solutions with customer priorities.

- Provide best practices, insights, and strategic guidance to optimize customer experience.

- Proactive Problem-Solving & Risk Mitigation.

- Use structured thinking to analyze customer pain points and develop systematic action plans.

- Identify early warning signs of potential churn and proactively address risks.

- Act as the customer's advocate within the company, collaborating with internal teams to enhance products and services.

- Account Growth & Expansion.

- Identify upsell and cross-sell opportunities by aligning solutions with customer goals.

- Use data-driven insights to recommend additional features, services, or best practices.

- Collaborate with sales and marketing teams to drive account expansion strategies.

- Data-Driven Decision Making & Reporting.

- Monitor customer usage patterns, engagement trends, and feedback to optimize success strategies.

- Maintain detailed records in CRM tools (Salesforce, Gainsight, HubSpot) and provide structured reports on customer health.

- Present key insights and recommendations to internal stakeholders and leadership.

Qualifications & Experience:.

- 5+ years of experience in customer success, account management, or consulting, preferably with enterprise/global accounts.

- Proven consultative approach in solving complex customer problems and driving strategic outcomes.

- Structured thinking and analytical mindset, with the ability to break down challenges into actionable solutions.

- Experience in management consulting or a highly analytical customer-facing role.

- Strong communication and relationship-building skills to influence stakeholders at all levels.

- Experience with SaaS, enterprise technology, or B2B solutions is a plus.

- Ability to travel as needed for client engagements.

- This role is ideal for someone with a strategic mindset, a passion for solving customer problems, and the ability to drive measurable business impact through a structured and consultative approach.