Customer Success Manager (on-site/remote)

About Didit:

We are one of the fastest-growing identity companies in the world, redefining industry standards with an open, flexible, and radically more affordable platform. Our product, superior to existing alternatives, combines advanced biometric technology with unique features like free unlimited KYC and Reusable KYC. We enable businesses to activate — with a single click or via a pre-paid credits model — an entire catalog of premium services (AML, advanced liveness, age estimation, proof of address, phone verification, NFC, white‑label UI, etc.).

Your Mission:

As our Customer Success Manager, your mission is to turn new sign-ups into long-term power users. You’ll ensure our clients activate quickly, see value fast, and stay with us as they grow. You'll be the voice of the customer inside Didit — driving product adoption, retention, and satisfaction while identifying upsell opportunities and blockers early on.

Key responsabilities:

• Guide new customers through onboarding and activation, especially those coming via inbound or self-serve
• Act as the main point for SMD and mind-market clients post-sale
• Identify friction points in the user journey and help solve them fast ( we care about time-to-value)
• Build strong, trust-based relationships with key users and decision-makers
• Monitor customer usage in CRM and trigger proactive support or outreach
• Collaborate with Product to report bugs, feature requests, and insights from users
• Contribute ideas to improve retention, upsell, and overall customer experience
• Manage churn risk and support the team in keeping Net Revenue Retention strong

Requirements:

• 4+ years of experience in Customer Success, Account Managemen or client-facing roles at a SaaS company.
• You're proactive, empathetic, and know how to handle multiple account at once
• Strong communication skills in English and Spanish ( written and spoken ). 
• Strong communication skills in Portuguese ( written and spoken ) is a plus
• Familiar with CRMs
• Ability to work independently and improve processes
• Understanding of KYC, AML, compliance or fintech is a plus
• Experience in a startup or early-stage environment

What We Offer:

• Competitive salary
• Full-time, on-site/remote position 
• A high-impact role with ownership and visibility
• The opportunity to grow with us and help to make the best identity company in the world