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Customer Success Manager - Digital Identity & Authentication , Incognia is a privacy-first location identity company providing trust and safety solutions for location-centric apps including marketplaces, gaming operators, banks and fintechs, for increased revenues and lower fraud losses. Incognia’s award-winning technology uses location signals and motion sensors to silently recognize trusted users based on their unique behavior patterns and is a key enabler for zero-factor authentication. Deployed in over 200 million devices, Incognia delivers a highly precise and predictive risk signal with extremely low false-positive rates. Incognia is privately held and headquartered in Palo Alto, California with teams in New York, and São Paulo and Recife, Brazil. Our values: We don't want to know the real world identities of our users Our priority is to serve our customers We are fast problem solvers We respect each other and are free to be ourselves We work as a team to win together We seek what is best for our future The team: The Customer Success team is a multidisciplinary team, we work on the border between the technical (fraud and technology) and business (relationship, processes, upsell) worlds. We play a central role in the operation, helping to coordinate internal teams in order to resolve all customer-related issues. Therefore, we also exercise an internal leadership role, which requires maturity and negotiation skills. Finally, we have a very strong partnership with the sales team and the team responsible for integrations to ensure customer success at all stages of the process. The opportunity: The role of Customer Success for Digital Identity & Authentication is to ensure that the customer is getting the most value possible from our solution, ensuring that the client is achieving/exceeding expected results. We monitor usage metrics, suggest and coordinate the implementation of improvements, resolve technical issues and support the commercial team in upsell/cross sell opportunities. Primary responsibilities: Engage customers in strategy meetings to derive maximum value from their partnership with Incognia; Build and foster relationships with key decision makers and stakeholders across multiple customers. Manage a portfolio of Incognia accounts to combat diverse fraud types; Monitor usage and performance metrics; Propose improvements in customer processes, based on our solutions; Monitor the resolution of internal improvements that impact the customer; Follow customer roadmap activities related to our solutions; Manage the relationship with the main customer stakeholders; Periodic meetings with the client for accountability and follow-up; Contribute to the maturation of the team/company processes Improvement of internal processes to optimize the scalability of our operations; Participate in industry events (SaaS, authentication, anti-fraud and digital identity) in order to expand networking and continue to enhance industry knowledge. Bachelor’s degree in business or technology fields; 2+ years of experience with authentication, biometrics, anti-fraud, digital or mobile identity solutions; SaaS B2B experience; Previous experience managing medium/large accounts; Experience with data analysis and SQL - ability to work data in different tables/databases; Definition and analysis of KPIs; Salary and benefits Annual Salary - USD 100k - 150k + Bonus Medical, dental, vision and life insurance Remote work stipend - $100/month 401(K) 22 business days PTO per year Paid sick leave Employee Stock Options Program (ESOP) Recruitment process: People interview Manager interview Technical Case Technical Case presentation Cultural fit with CEO Apply For This Job