Job Opportunities API

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 enterp