Customer Success Manager – Identity Verification Solutions

About the role

Innovatrics is seeking a Customer Success Manager to own the post‑sale relationship for its global Identity Verification (IDV) portfolio. You will guide customers from contract signing through integration, go‑live, growth and renewal, ensuring they achieve lasting success with our biometric and KYC technologies.

Key responsibilities

• Lead the end‑to‑end post‑sale journey for IDV customers worldwide, in close partnership with the Sales team.
• Drive onboarding, integration and time‑to‑value for new accounts.
• Deliver regular product update sessions and training to keep customer teams up‑to‑date.
• Create and maintain customer‑facing documentation such as onboarding guides, integration best practices and FAQs.
• Monitor usage, adoption metrics and technical health indicators across all accounts.
• Identify renewal risks and expansion opportunities and communicate them to Sales.
• Conduct structured Quarterly Business Reviews (QBRs) and customer satisfaction surveys.

Required profile

• Strong analytical capabilities and data‑driven mindset.
• Proven ability to build trusted relationships with technical and business stakeholders across diverse markets and cultures.
• Hands‑on, collaborative attitude, comfortable working at the intersection of product, operations and customer experience.

Required skills

What we offer

• Opportunity to work with cutting‑edge biometric and AI‑powered technologies.
• Global customer portfolio across fintech, telco, sharing‑economy and regulated industries.
• Dynamic, cross‑functional team environment.