Scaled Customer Success Manager

<div class="p-rich_text_section">As a Scaled Customer Success Manager, you will redefine how we support and grow our "Paper" account segment. Unlike traditional 1:1 CSM roles, you will own the health and success of hundreds of customers simultaneously by leveraging automation, data-driven insights, and digital-first engagement strategies. You will sit at the intersection of <strong>Technical Support, Customer Success, and Operations</strong>, ensuring that no customer is left behind while maintaining the efficiency of a high-volume business model.</div> <div class="p-rich_text_section"> </div> <div class="p-rich_text_section"> <p data-renderer-start-pos="1682"><strong data-stringify-type="bold">You’ll help us protect honest people online by:</strong></p> <ul> <li><strong>Digital Success Strategy:</strong> Design and execute automated "one-to-many" communication playbooks (using SFSC/Intercom) to drive product adoption, share updates, and provide usage tips.</li> <li><strong>Lifecycle Health Monitoring:</strong> Proactively monitor Customer Health Scores (CHS). Identify accounts at risk and deploy automated "nudge" campaigns or triage them for manual intervention.</li> <li><strong>Advanced Technical Triage:</strong> Act as the Tier 2 escalation point for Paper accounts. Resolve complex issues related to performance, fraud, and platform stability that exceed standard Support scope.</li> <li><strong>Light-Touch Enablement:</strong> Guide customers through standard integration workflows and self-service setups using documentation and async support, reducing the need for Solutions Engineering (SE) involvement.</li> <li><strong>Operational Excellence:</strong> Partner with GTM Finance and Salesforce Architects to refine tooling, ensuring our "Single Source of Truth" (SSOT) accurately triggers the right customer actions.</li> </ul> <p><strong data-stringify-type="bold">You are the right future Veriffian for the job if you have:</strong></p> <ul> <li><strong>Experience:</strong> 3-5+ years in Customer Success, Technical Support, or CS Ops (SaaS background preferred).</li> <li><strong>Technical Aptitude:</strong> Familiarity with APIs, integration workflows, and CRM logic (Salesforce experience is a major plus).</li> <li><strong>Data-Driven:</strong> Ability to interpret usage data and health scores to build segmentation and automation logic.</li> <li><strong>Communication:</strong> Exceptional written skills; ability to write engaging, concise "one-to-many" content that drives action.</li> </ul> <p><strong>Location</strong>: São Paulo (Hybrid)/Remote Brazil</p> </div> <div class="p-rich_text_section"> <div class="p-rich_text_section"> <p><strong>Why Veriff?</strong></p> <p>We are the preferred identity verification platform partner for the world’s most innovative growth-driven organizations helping conveniently verify and safeguard users anywhere in the world. We support the broadest number of identity documents from nearly every country and territory in the world - and this is continually increasing! With a diverse team in the United States, United Kingdom, Spain, and Estonia, as well as robust backing and funding from investors including Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, we’re dedicated to helping businesses and individuals build a safer and more secure world. We strive to be the benchmark for trust online, and we take pride in being a positive force.</p> <p>When you join Team Veriff, we offer you the opportunity to have a real impact and advance your career, while looking after you along the way with a range of benefits designed with you in mind. Some of our favorites include...</p> <ul> <li>Stock options that ensure your share in our success</li> <li>Medical insurance to ensure you’re feeling great physically and mentally</li> <li>Learning and Development Health and Sports budget that you are free to tailor to your own needs</li> </ul> <p><em>We are an Equal Opportunities employer committed to a diverse and repr ... (truncated, view full listing at source)