Scaled Customer Success Manager

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 Technical Support, Customer Success, and Operations, ensuring that no customer is left behind while maintaining the efficiency of a high-volume business model. You’ll help us protect honest people online by: Digital Success Strategy: Design and execute automated "one-to-many" communication playbooks (using SFSC/Intercom) to drive product adoption, share updates, and provide usage tips. Lifecycle & Health Monitoring: Proactively monitor Customer Health Scores (CHS). Identify accounts at risk and deploy automated "nudge" campaigns or triage them for manual intervention. Advanced Technical Triage: 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. Light-Touch Enablement: Guide customers through standard integration workflows and self-service setups using documentation and async support, reducing the need for Solutions Engineering (SE) involvement. Operational Excellence: Partner with GTM Finance and Salesforce Architects to refine tooling, ensuring our "Single Source of Truth" (SSOT) accurately triggers the right customer actions. You are the right future Veriffian for the job if you have: Experience: 3-5+ years in Customer Success, Technical Support, or CS Ops (SaaS background preferred). Technical Aptitude: Familiarity with APIs, integration workflows, and CRM logic (Salesforce experience is a major plus). Data-Driven: Ability to interpret usage data and health scores to build segmentation and automation logic. Communication: Exceptional written skills; ability to write engaging, concise "one-to-many" content that drives action. Location: São Paulo (Hybrid)/Remote Brazil Why Veriff? 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. 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... Stock options that ensure your share in our success Medical insurance to ensure you’re feeling great physically and mentally Learning and Development & Health and Sports budget that you are free to tailor to your own needs We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability. We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates - so rest assured, whoever you are, we want to hear from you! Please be informed that in the final stage of the recruitment process we may request you to go through identity verification. For more information, please see Recruitment Privacy Policy. #LI-VR1 #SPB1