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Role Description

As part of this role in the Customer Success team, you will act as the strategic bridge between our clients and Incode’s internal teams, ensuring seamless implementations, impactful insights, and long-term growth for our accounts. You will transform client objectives into tangible results by guiding projects from kickoff to successful completion, fostering strong relationships, and enabling customers to unlock the full value of our solutions.

What You’ll Own & Drive

• Client Lifecycle Management: Manage the entire lifecycle of enterprise customer relationships, from onboarding and implementation to expansion.
• Project Management Leadership: Lead project management during implementations, ensuring timelines, scope, and deliverables are met.
• Executive Relationship Building: Build strong, trust-based relationships with executive-level stakeholders by providing exceptional service and strategic guidance.
• Insight Presentations: Deliver impactful data-driven presentations and insights to client leadership teams.
• Cross-Functional Collaboration: Engage cross-functional teams (Solution Engineers, Product, Engineering, DevOps, Infrastructure, Business Operations) to design and deliver tailored solutions.
• Issue & Risk Management: Identify, manage, and resolve key issues and risks across accounts.
• Process Development: Develop scalable processes to accurately capture customer requirements and measure success.
• Production Transition & Adoption: Ensure smooth transition from implementation to production, driving adoption and account growth.
• Technical Support: Provide hands-on support for integration and production challenges, leveraging product knowledge and team collaboration.
• Customer Experience Innovation: Innovate in solving customer requests and ensure clients have an outstanding experience with Incode.

Qualifications

• Proven track record in leading customer projects within consulting firms, enterprise SaaS, or high-tech environments.
• MBA or advanced degree in business, technology, or engineering preferred.
• Strong project/program management skills with the ability to navigate complex technical and business landscapes.
• Exceptional communication skills, able to translate complex concepts into clear, actionable messages.
• High technical acumen and understanding of enterprise software capabilities; experience with mobile apps and services preferred.
• Analytical mindset with comfort handling large datasets to generate business insights.
• Strong stakeholder management skills with experience influencing both internal teams and external clients.
• Resilient and adaptable in fast-paced, evolving business environments.
• Collaborative team player who naturally builds trust and is proactive in sharing knowledge.
• Experience with biometrics or identity software is a plus.

Requirements

• Track record leading customer projects in consulting, enterprise SaaS, or high-tech environments.
• Strong project/program management experience delivering cross-functional outcomes.
• Technical acumen to discuss enterprise capabilities (APIs/SDKs, integrations) with credibility.
• Experience working with mobile applications and services for enterprise customers.
• Comfortable with data analysis and storytelling to inform executive decisions.
• Excellent stakeholder management across customers and internal teams.
• MBA or relevant Master’s in business, technology, or engineering (preferred).
• Exposure to biometrics or identity software (nice to have).

Benefits

• Flexible Working Hours & Workplace
• Open Vacation Policy

Company Description

Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust. Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services.

Incode is a Series B unicorn rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner® Magic Quadrant™ for Identity Verification, we’re scaling fast—and we need a product-marketing leader who can turn breakthrough technology into a category-defining narrative.