Customer Success Manager

The key to achieving revenue triumphs lies in fostering robust, collaborative, and trust-based customer relationships. By collaborating seamlessly across teams, you will empower our most strategic customers to extract the maximum value from our products. Through your continuous strategic initiatives, you will be instrumental in crafting future success narratives that showcase enduring partnerships and favorable outcomes for our customers.

Microblink is the Identity Intelligence OS that establishes Know Your Actor: control over people and agents, how risk is assessed, and how decisions are made across digital journeys. Built for an adversarial AI era, Microblink replaces static verification with continuous identity control. As the only solution spanning IDs, biometrics, and payment cards, Microblink delivers a real-time command center where signals, policies, and decisioning can be calibrated with granular precision. Companies use Microblink to adapt faster than fraud, optimize outcomes over time, and enforce trust at scale across onboarding, authentication, and every moment in between. In 2025, Microblink processed 2.9 billion identities across 195+ countries/territories. Its proprietary Fraud Lab generates 100,000+ images monthly for training and testing models, achieving 100% deepfake detection in DHS-powered testing.

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• 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.

• The 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 people-first, high-performance culture where leadership sets clear goals, recognizes results, and actively supports your professional growth.
• A team of ambitious, open-minded professionals who value ownership, welcome new ideas, and continuously push the organization forward.
• Unlimited PTO, built on trust and accountability — giving you the flexibility to recharge when needed.

• Base salary range of $115,000–$135,000 USD, plus bonus and equity. We offer a 401(k) plan with employer match, along with a comprehensive health benefits package. Final compensation depends on seniority, relevant experience, and performance throughout the selection process.

Department: Customer Success
Reports to: SVP of Customer Experience

Location: Hybrid / Remote — New York or U.S. East Coast

If this role intrigues you, do not hesitate to hit the apply button and send us your resume. If you get in touch with us, we promise to get back to you.