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🇸🇰 Slovakia

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Customer Success Manager

from 🇸🇰 Slovakia

About Innovatrics

Innovatrics is a global provider of biometric identity management solutions, delivering fingerprint, face, iris, and multimodal biometric technologies to government and enterprise customers worldwide. Our Identity Verification (IDV) business unit develops and commercializes a full technology stack for remote digital onboarding and KYC: document capture and OCR, face biometric matching, liveness detection, deepfake and injection attack prevention, and NFC chip verification.

The IDV product line is deployed as SDK, API, Platform and SaaS across financial services, fintech, telcos, sharing economy, and regulated industries globally. Customers range from challenger banks and payment platforms to large enterprise integrators embedding our technology in their own products.

Your Role

As Customer Success Manager, you will be the dedicated post-sale owner of the customer relationship for Innovatrics’ global IDV portfolio. Your mission is to ensure every customer achieves lasting success with our identity verification technology — from the moment the contract is signed through integration, go-live, growth, and renewal.

This is fundamentally a team sport. You will work hand-in-hand with the IDV Sales team, who own commercial engagement, new deal closing, and the long-term institutional relationship. Your role begins where theirs hands off: you are the customer’s primary point of contact for everything postsale — onboarding experience, product adoption, technical coordination, issue resolution, and growth within the account. Sales and Customer Success operate as a unified front, with clearly defined and complementary ownership.

You will sit at the intersection of product, operations, and customer experience — a hands-on role requiring strong analytical capabilities and the ability to build trusted relationships with technical and business stakeholders across very different markets and cultures.

You will leverage AI-powered tooling extensively to automate reporting, anticipate churn signals, monitor usage patterns, and streamline customer communications at scale across a worldwide portfolio.

In a nutshell, you will:

Own the post-sale customer journey for the IDV portfolio globally, in close coordination with the Sales team.
Drive customer onboarding, integration success, and time-to-value for new IDV accounts.
Deliver recurring product update sessions and training to customer teams, ensuring knowledge stays current as both our product and their teams evolve.
Own and maintain customer-facing documentation — onboarding guides, integration best practices, FAQs — ensuring they stay accurate, complete, and easy to use.
Monitor service usage, product adoption metrics, and technical health indicators across all accounts.
Identify renewal risks and expansion opportunities and surface them to the Sales team proactively.
Conduct structured QBRs with key accounts alongside Sales — combining commercial and technical discussions.
Run structured customer satisfaction surveys, collect and synthesize feedback, and produce regular internal reports with key findings and recommendations for Product and the business.
Bridge customers with internal teams: Product, Engineering, Solutions, Support, and Finance.
Maintain a clear and up-to-date view of each customer’s open support interactions, ensuring issues are tracked, escalated when needed, and resolved without falling through the cracks.
Ensure invoicing reconciliation accuracy and support financial consolidation processes.
Contribute to the development of industry-focused solutions based on field customer intelligence.

This is a high-ownership, high-visibility role. You will directly influence IDV revenue retention and growth — not by selling, but by making customers so successful they naturally want to expand.

Why This Job Is Exciting

You will manage a global portfolio of IDV customers spanning fintech, banking, telco, and enterprise sectors across EMEA, APAC, and the Americas — an extraordinarily diverse exposure few CS roles offer.

You will work at the frontier of AI and biometrics: a fast-moving space where deepfake threats, regulatory evolution (eIDAS 2.0, GDPR, AML directives), and digital identity infrastructure are reshaping whole industries.

You will be a critical connective tissue between customers, Sales, Support, and Product — the person who ensures that what we promise commercially is delivered operationally, and that customer intelligence flows back to shape what we build next.

What You Will Accomplish

📅Within one month, you will:

Complete onboarding on the full Innovatrics IDV product stack (SDK, API, SaaS/IDV Service)
Audit the existing IDV customer portfolio: account health, usage levels, active contracts
Map internal stakeholders and understand handoff points between Sales, Solutions, PS, Support, and Finance
Learn our CRM (Zoho), analytics tooling, support ticketing system, and customer communication frameworks
Shadow QBR calls and integration reviews to understand current customer success motion

📅Within three months, you will:

Take ownership of the full IDV customer portfolio with structured health scores per account
Establish a recurring QBR cadence for top-tier accounts (commercial + technical agenda), jointly with Sales
Set up automated usage monitoring and early-warning indicators for risk
Identify the top 5 expansion or upsell opportunities across the portfolio and brief the Sales team
Clarify and resolve outstanding invoicing reconciliation issues with Finance
Design and launch the first customer satisfaction survey across the IDV portfolio
Deliver the first recurring product update session to at least two active customer accounts
Produce the first version of a Customer Success playbook specific to IDV onboarding

📅Within six months, you will:

Deliver measurable improvement in customer satisfaction across the IDV customer base
Produce the first structured internal report on customer feedback, adoption trends, and product recommendations
Support Sales in advancing at least two expansion opportunities from identified accounts
Establish a scalable IDV onboarding process for new customers (presales → delivery → support)
Provide VP Sales with reliable renewal forecast visibility 90+ days ahead
Audit and refresh all customer-facing documentation: onboarding guides, FAQs, and integration best practices
Suggest AI-assisted workflows to reduce manual reporting and ticket handling

📅Within one year, you will:

Establish Innovatrics as a high-touch, trusted partner in at least five strategic accounts
Build a scalable CS function blueprint that can grow with the IDV business globally
Translate customer patterns across fintech, telco, and enterprise segments into a structured success framework
Deliver monthly internal customer intelligence reports that directly influence product and commercial decisions
Contribute documented customer insights into the IDV product roadmap
Be recognized internally as the voice of the IDV customer across all commercial decisions

About You

You have 3–5 years of experience in a customer success, account management, or commercial operations role — ideally in a B2B SaaS, API-first, or deep tech company serving enterprise clients.

You are genuinely analytical. You are comfortable pulling usage data, building dashboards, and translating metrics into actionable account strategies. You are not afraid of a spreadsheet or a SQL query.

You have a natural marketing instinct. You know how to take complex product or performance information and shape it into a clear, compelling story for a customer audience — whether that’s a QBR deck, an executive briefing, or a business case for renewal. You think about what the customer needs to feel and decide, before you think about what slides to build.

You are the last line of defense between a happy customer and a disputed invoice — you will own usage reconciliation, ensure billing accuracy, and resolve discrepancies before they become relationship problems.

You treat customer feedback as a strategic asset, not a support byproduct. You know how to collect it systematically, synthesize it into clear findings, and turn it into actionable recommendations that the business can act on — monthly, not annually.

You understand what modern AI tools can and cannot do — and you actively use them to scale your work: from automating health score models to drafting QBR narratives, summarizing support tickets, or mapping renewal risk across a portfolio.

You are multicultural by nature and by experience. You are comfortable with ambiguity, short feedback loops, and fast-moving product contexts. Working across time zones and cultural registers feels natural to you.

You are a strong team player who thrives in collaborative environments. You understand where your ownership ends and where Sales picks up — and you make that handoff seamless. You do not need to close deals to feel the commercial impact of your work.

Qualifications

3–5 years in customer success, account management, or commercial operations in B2B tech
Experience managing global or multicultural customer portfolios
Strong data and analytical skills: usage reporting, health scoring, adoption monitoring
Hands-on with AI productivity tools (LLMs, automation platforms, BI/analytics)
Excellent written and verbal communication in English
Demonstrated ability to produce customer-facing presentations that convey a clear narrative — not just data — tailored to the audience’s business context
Experience with CRM systems (Zoho, Salesforce, or equivalent)
Hands-on experience with usage-based billing reconciliation and customer invoicing processes
Proven ability to manage 10+ accounts simultaneously without losing individual customer context

Languages

English: required (business-level written and spoken)
Any of the following is a strong asset: Spanish, Portuguese, French, Arabic
Slovak: a plus for candidates based in or relocating to Bratislava HQ

Nice to Have

Background in identity verification, KYC/AML, biometrics, or fintech
Experience with API/SDK products or developer-facing platforms
Knowledge of GDPR, eIDAS, or digital onboarding compliance frameworks
Experience supporting integrator or OEM customer models

Compensation

At Innovatrics, we offer highly competitive salaries because we value top talent who share our values and goals. Compensation is determined based on your level, skills, experience, qualifications, and location.

Salary starting from: 3700,-EUR Gross monthly salary + commissions and bonuses.

📈 Beyond base pay, we provide an attractive benefits package. You can learn more at https://careers.innovatrics.com/

Interview Process

Here is the typical interview process for this role:

Assessment Stage

Recruiter Screen (30 min)
Hiring Manager Interview – VP Sales (45 min)
Team Interview: Practical Case (60 min) — you will walk us through a real-world customer scenario covering account health assessment, a QBR preparation exercise, and a customer at-risk situation. You will receive the case one week before the interview.

Final Stage