APLYiD are a leading ID verification and Anti-Money Laundering (AML) software provider, headquartered in New Zealand, with offices in Auckland, Sydney and London. APLYiD leverages facial biometric technology and digital customer onboarding journeys to help customers across a variety of industries meet regulatory compliance requirements and exceptional customer experiences. We’re on a mission to simplify how our customers think of their compliance requirements. As part of our UK operations, we’re looking for someone to drive our Customer Success initiatives.

Reporting directly to the UK General Manager, we’re looking for a Customer Success Manager to join our UK team and build on our established strong customer relationships. This is a unique opportunity to shape the customer success function in the UK, directly impacting our growth.

Key Responsibilities:

• Lead the development and implementation of a comprehensive customer success strategy to increase Net Revenue Retention
• Lead initiatives to drive relevant product adoption across our customer base that deliver exceptional value to our customers
• Create customer spotlights, an opportunity to share our customers success with others, focussing on customer pain points that have been solved with a strong emphasis on data to help tell the story
• Build and nurture established strategic partnerships in the UK
• Support and guide our reseller network to drive revenue growth
• Own complex client relationships, ensuring high customer satisfaction
• Analyse customer data to identify trends and areas for improvement
• Regularly speak with our customers to understand their processes and establish new ways that we can support them

The Ideal Candidate

If you’ve got a proven track record in customer success (preferably in SaaS), experience in creating and implementing uplift strategies and managing complex client relationships, are technology savvy and have worked with tools like HubSpot, Intercom and dedicated customer success platforms, can make data driven decisions, have excellent communication and presentation skills, are a strategic thinker with the ability to execute tactically and ambitious to take the next step in your career then we want to hear from you!

What you’ll need to succeed:

• 5+ years of Customer Success experience
• Strong understanding of how to create and implement strategies that drive product adoption and engagement across a complex customer base
• Data-driven approach with experience in customer retention
• Proven experience of improving retention and uplift whilst maintaining high CSAT and NPS scores
• Excellent project management and organisational skills
• Strong written and verbal communication abilities
• Ability to own key projects while collaborating effectively with teams
• Knowledge of compliance/financial services/professional services industry is a plus