Full time · London · Permanent · £60–90k
We are looking for a dedicated, effective and high-autonomy Head of Customer Success to make sure businesses get the most value from Vouchsafe, and that we learn all we possibly can from them.
Responsibilities
- Work with sales to own and shepherd the process from signing through to upsell and renewal
- Educate customers on how to get the most value from Vouchsafe’s platform with, among other things, regular check-ins
- Seek feedback on new product features and changes, and work with the CEO and CTO to influence the product roadmap based on that feedback
- Work with the CTO, Head of Marketing and Product Engineers to improve product and API documentation based on feedback
- Account manage strategic enterprise customers; emails, calls, Slack messages and visits
- Impact and value reporting to customers
- Own and iterate the Vouchsafe customer success playbook
- Represent Vouchsafe at conferences, expos, meetups and other industry events
Who we’re looking for
We don’t care about traditional backgrounds or education, and instead look for outstanding people who have:
- A bias to asking for forgiveness, not permission.
- A deep curiosity about the problem we’re solving. We’re on the cutting edge, and we are always learning from our customers.
- A swiss army knife mentality. Our operational resilience comes from our ability to learn from peers and try our hand at areas outside our specialism.
- Experience in or knowledge of some combination of fraud, fintech, compliance or financial crime, or can demonstrate an exceptional ability to build expertise fast.
- An iterative approach to the work. We always strive for excellence, but when there are competing priorities, knowing what’s good enough always beats perfection.
About Vouchsafe
AI-powered deepfakes, documents and other identity fraud is riding roughshod over businesses big and small, and costs the economy countless billions, not to mention the personal cost.
Vouchsafe is the solution; one real-time API that businesses need to trust fearlessly.
Our AI-era counter-fraud tech is used by regulated financial institutions, startups, small businesses, etc. The more different kinds of businesses use us, the more powerful our real-time fraud data sharing network becomes.
We protect the entire customer life cycle with instant risk scoring, step-up verification using digital ID and official evidence and proactive monitoring.
And because of our inclusive fallbacks like proving who you are with a vouch from a trusted referee, it also helps people access services they would normally be shut out of, making it a genuinely impactful business that changes the world for the better.
The Vouchsafe team is made up of high-autonomy generalists who are experts in the domain we operate in. We are customer-obsessed; everyone does support and user research, and always will. We are also a diverse team, beating sector averages in nearly every category.
Join us in our mission to defeat AI fraud, by building the real-time trust infrastructure every business now needs.
What working for Vouchsafe is like
Our culture is fiercely collaborative and customer-focused. We work predominantly in person from our office in London, and some choose to work remotely on Mondays and Fridays.
Along with a competitive salary, we offer:
- 28 days of annual leave plus bank holidays
- Nest pension
- Meaningful ownership share of the company via EMI share options
- Private healthcare through Vitality, including dental coverage
- Cycle to work scheme through DASH
- Learning and development budget for conferences, books and training courses
- Personal technology budget, and whatever you buy is yours to keep
- Company MacBook Pro
- Flexible working options, including jobshares for some roles and allowances for working parents
- An annual company party to celebrate the year with our customers, partners and wider community
- An annual international company retreat to recharge, share ideas and plan the year ahead together
How to apply
Complete the attached simple form, and we will be in touch within a few days to arrange initial chats with candidates who look like they could be a good fit.
We value referrals from people we know, so we encourage you to connect with the current team on LinkedIn to learn what it’s like working for Vouchsafe.
The best candidates will proceed to a full 60-90m interview with several members of the team at our office in London, including a short task that simulates a day-to-day aspect of the role.
There is no closing date on this role. We will close it as soon as we have found the right person.