Customer Success Manager (LATAM)

Customer Success Manager (LATAM)

About iProov

iProov provides science-based biometric solutions that enable the world’s most security-conscious organizations to streamline secure remote onboarding and authentication for digital and physical access. Our award-winning liveness technology and iSOC offer unmatched resilience against deepfakes and generative AI threats while ensuring effortless, scalable user experiences. Trusted by leading governments and enterprises, including the U.S. Department of Homeland Security, U.K. Home Office, GovTech Singapore, ING, and UBS, iProov sets the standard in biometric identity assurance.

This global trust is built not only on our technology but on the strength of the people behind it. For us, diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included, and their talents are nurtured, empowering them to contribute fully to our purpose.

The Role

Reports to: VP, Customer & Solutions (with a dotted line into Head of Sales, LATAM)

Location: Remote (Brazil)

Comp: Negotiable (Base) + OTE + Share Options + Global iProov Benefits

As a Customer Success Manager (CSM), you will play a key role in driving product adoption, delivering measurable business outcomes, and ensuring long-term success for our customers and partners. You will engage confidently with senior stakeholders, develop a deep understanding of their goals, and act as an internal advocate for the outcomes most important to their success.

In this role, you will own the overall health, adoption, retention, and growth of your portfolio of customers and partners. You're joining iProov at an exciting stage in our journey, and will have the opportunity to create an impact by bringing your ideas, expertise and experience to help our customers succeed while contributing directly to our company's growth and success.

How you can make an impact

• Own the end-to-end customer experience, serving as the trusted advisor and primary point of contact throughout the lifecycle.
• Drive customer satisfaction, customer retention, and overall health scores, including but not limited to revenue retention targets.
• Manage a portfolio of enterprise customers and partners, prioritizing efforts based on health, risk, and renewal timelines.
• Develop and execute tailored Customer Success Plans aligned with customer goals and success criteria.
• Identify and qualify growth opportunities to drive strategic expansion and growth
• Build strong, strategic relationships with both customer stakeholders and internal teams
• Act as the voice of the customer internally, translating insights into actionable feedback that influences product and service improvements.
• Coordinate resources and establish clear milestones to ensure successful adoption and outcomes.

What we would like to see from you

• Proven experience as a Customer Success Manager or in a similar customer-facing role, ideally managing partner-based, B2B, enterprise accounts across the LATAM region.
• Ability to project/programme management in a customer facing environment, while balancing time and competing priorities.
• Technical understanding on SDK and/or API applications is desired.
• Ability to align cross-functional teams and resources to customer needs.
• Establishing success milestones and keeping both internal and external stakeholders informed and accountable.
• Exceptional communication, interpersonal, and relationship-building skills
• A self-driven mindset, with a track record of exceeding goals and delivering outcomes.
• Ability to travel to visit customers in-person on a monthly basis

Our Culture & Recruitment Process

At iProov, we're incredibly proud of the culture we've carefully curated. Our culture enables diverse thought, curiosity and innovation. Our team strives to do everything to the highest standard possible to achieve the remarkable. To do that we need different perspectives, experiences and ideas alongside an environment where these are welcomed - we want everyone to feel confident in bringing their full capabilities to work. We firmly believe psychological safety is key to building and nurturing great teams. We’re a small and dynamic company, that means having the right skills is important, and we know that our best work emerges when people feel secure, welcomed and respected.

As an equal opportunities employer, we encourage applications from people of all backgrounds. We’re committed to building a workforce that is representative of the people we serve. We will not put someone at a disadvantage or treat them less favourably because of race, color, national origin, ancestry, age, disability, creed, religion or belief, sex, sexual orientation, gender reassignment, marriage or civil partnership, or pregnancy and maternity. Our goal is to find people who are passionate about creating a safer, more secure world.

Our recruitment process is designed to be fair and transparent, focusing solely on your qualifications, competence, and suitability for the role. We review all applications carefully and will be in touch with shortlisted candidates regarding the next steps in our interview process. If you need an adjustment for a disability or any other reason during the hiring process, please send a request to careers@iproov.com

Show more Show less