Enterprise Customer Success Manager at Incode Technologies

Job description

POWER A WORLD OF TRUST Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust. Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services. We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up! About Incode Incode is a Series B unicorn ($1.25 B valuation) rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner® Magic Quadrant™ for Identity Verification, we’re scaling fast—and we need a product-marketing leader who can turn breakthrough technology into a category-defining narrative. The Impact You’ll Make We are looking for a high-energy and collaborative Enterprise Customer Success Manager to serve as the strategic interface between our clients, internal engineering, and product teams. This role requires both strong tactical skills and strategic-level thinking. On the tactical side, this person needs to be able to help the team navigate through agile delivery, manage the team and architecture to provide the guidance, and shepherd in-flight projects to their successful ends. This candidate will work closely with Product Managers, Delivery, DevOps, Infrastructure, and Business Operations teams in a highly collaborative and global environment to provide quality software and solutions to our clients. What You’ll Own & Drive Manage all stages of the customer relationship: implementation, relationship building, insight presentations, and issue & risk management. Provide expert knowledge and support to our growing client base through a consultative approach to deliver successful outcomes. Work collaboratively with the rest of the Customer Success team to provide red-carpet support to our clients. Engage Solution Engineers and other Incoders as needed to guide customers through implementations and successfully transition into production phase, resulting in account growth. Make impactful and creative decisions that move client projects forward. Develop processes to scope out enterprise customer requirements correctly. Build a methodology that delivers continuous results and measures success. Provide customer support and solve issues in integration and production, leveraging knowledge of the product and cross-functional teams. Find creative solutions to customer requests and deliver experiences that clients will love. Lead insight presentations, including data analysis and interpretation, for clients and their executive teams. The Qualities That Set You Apart Client Obsessed – You build amazing client relationships through exceptional service, always operating with a red-carpet mindset. Strategically Tactical – You zoom out to see the big picture and zoom in to get things done, comfortable owning both the roadmap and the day-to-day. Analytically Sharp – You're comfortable with large data sets and able to extract business insights that executives can act on. Confident Relationship Builder – You easily build trust with customers and internal partners, maintaining it through consistent delivery. Ambiguity Tolerant – You thrive in a fast-paced, rapidly evolving business landscape and bring structure and urgency to complex situations. Naturally Curious – You're eager to learn, proactive in sharing knowledge, and always looking for better ways to serve clients. Cross-Functional Connector – You know when to pull in the right people and how to align diverse stakeholders around a common goal. Your Background Experience in a consulting firm leading customer projects with demonstrated analytic and problem-solving skills. MBA or relevant Master's degree in business, technology, or engineering is highly preferred. Previous Customer Success experience in an enterprise and/or SaaS environment is a plus. Strong project/program management skills. Technical acumen to allow effective articulation of enterprise capabilities and offerings is highly preferred. Excellent communication skills with the ability to distill complex issues. Solid stakeholder management skills, both internal and external. Experience working in an organization that develops mobile apps and services for enterprise customers. Working knowledge of biometrics or identity software is ideal. Proven track record of resolving issues and risks in a cross-functional and collaborative way. Why Incode? Mission with Meaning – Shape how billions of people prove identity—safely, simply, and ethically. Rocket-Ship Growth – Join at an inflection point where your strategies will compound in value for years. Elite Team & Backing – Work a truly global with top engineers, designers, and investors who share your ambition to dominate a category. Ownership & Autonomy – Operate like a founder with the resources of a unicorn. Global Impact – Every program you launch will reverberate across industries and continents. Ready to ignite the future of trust? Lead the narrative. Empower the field. Join Incode and turn innovation into unstoppable market momentum. Aspects of our Culture: High performance Freedom & responsibility Context, not control Highly aligned, loosely coupled Continuous Feedback Promotions & Development Learn more about Life at Incode ! Benefits & Perks: Flexible Working Hours & Workplace Open Vacation Policy Equal Opportunities: Incode is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We take great pride in having an inclusive, diverse, and global team, and we are always looking for talented and passionate individuals from all backgrounds and walks of life. As part of our commitment to inclusion, we ensure that reasonable accommodations are available throughout the hiring process. If you require any accommodation due to a disability or specific need, please let our Talent Acquisition team know—we’ll do our best to support you. Applicant Data Privacy: We will only use your personal information concerning Incode’s application, recruitment, and hiring processes.

Requirements

Must-haves

Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.
The Impact You’ll Make
What You’ll Own & Drive
Manage all stages of the customer relationship: implementation, relationship building, insight presentations, and issue & risk management.
Provide expert knowledge and support to our growing client base through a consultative approach to deliver successful outcomes.
Work collaboratively with the rest of the Customer Success team to provide red-carpet support to our clients.
Engage Solution Engineers and other Incoders as needed to guide customers through implementations and successfully transition into production phase, resulting in account growth.
Make impactful and creative decisions that move client projects forward.
Develop processes to scope out enterprise customer requirements correctly.
Build a methodology that delivers continuous results and measures success.
Provide customer support and solve issues in integration and production, leveraging knowledge of the product and cross-functional teams.
Find creative solutions to customer requests and deliver experiences that clients will love.
Lead insight presentations, including data analysis and interpretation, for clients and their executive teams.
The Qualities That Set You Apart
Client Obsessed – You build amazing client relationships through exceptional service, always operating with a red-carpet mindset.
Strategically Tactical – You zoom out to see the big picture and zoom in to get things done, comfortable owning both the roadmap and the day-to-day.
Analytically Sharp – You're comfortable with large data sets and able to extract business insights that executives can act on.
Confident Relationship Builder – You easily build trust with customers and internal partners, maintaining it through consistent delivery.
Ambiguity Tolerant – You thrive in a fast-paced, rapidly evolving business landscape and bring structure and urgency to complex situations.
Naturally Curious – You're eager to learn, proactive in sharing knowledge, and always looking for better ways to serve clients.
Cross-Functional Connector – You know when to pull in the right people and how to align diverse stakeholders around a common goal.

Nice-to-haves

MBA or relevant Master's degree in business, technology, or engineering is highly preferred.
Previous Customer Success experience in an enterprise and/or SaaS environment is a plus.
Technical acumen to allow effective articulation of enterprise capabilities and offerings is highly preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aiagilerest

Platform: greenhouse
Effort: quick