Drive deep product adoption by synthesizing customer data into actionable insights. You won't just identify trends; you will correlate usage data with customer business goals to ensure our solutions deliver measurable ROI.
Act as an advisor by aligning Microblink’s evolving roadmap with the customer’s long-term objectives. You will serve as the "Voice of the Customer" internally, influencing product direction based on market-driven feedback.
Build and maintain multi-threaded relationships. You will conduct strategic business reviews that move beyond "support" and focus on KPIs that matter to the customer’s leadership.
Develop a clear understanding of Microblink’s identity and intelligence solutions. You will translate complex technical updates into clear business value, ensuring customers understand how new features solve their specific vertical challenges.
Drive advocacy, adoption, and growth activities by understanding our core markets/verticals and their business use cases with our offerings.
Proactively manage the commercial health of your book of business. This includes securing timely renewals and identifying high-propensity opportunities for upselling and cross-selling that align with the customer's growth trajectory.
Own the lifecycle of the customer with a relentless focus on key performance indicators, including Gross Retention (GRR), Net Retention (NRR), CSQLs, and NPS/CSAT.

Bring more than 5 years of experience delivering service and support within a rapidly scaling, high-growth B2B SaaS environment.
Demonstrate a strong ability to build and maintain relationships with diverse customer stakeholders, including executive-level contacts—showcasing executive presence, driving consensus, and effectively de-escalating conflict when needed.
Possess strong technical aptitude, enabling you to understand complex solutions and analyze customer data to drive greater customer value and outcomes.
Are collaborative, curious, and creative, and excited to leverage these strengths to support customer growth and contribute to product innovation.
Are open to travel of up to 25% as part of supporting customer needs.
Ideally, come from industries such as Identity Verification, Document Verification, or Fraud Protection.

Unlimited PTO, built on trust and accountability — giving you the flexibility to recharge when needed.
A people-first, high-performance culture where leadership sets clear goals, recognizes results, and actively supports your professional growth.
An opportunity to make a meaningful impact in a company that is scaling with clear ambition — where your work directly shapes outcomes and drives progress.
A team of ambitious, open-minded professionals who value ownership, welcome new ideas, and continuously push the organization forward.

Customer Success Manager

Key skills