We are looking for a customer-obsessed, technically-proficient generalist to join Trinsic's growth team and own customer success from signature to scale in our largest market (Europe). We’ve made a technically complex offering easy to adopt, but as customers undertake further white labeling and customization, we need someone to help them integrate, configure, test, and go live faster.

Background

Humanity is editing genes, starting space tourism, and verging on artificial general intelligence. Meanwhile, identity verification is still done by taking pictures of plastic cards. We're building the infrastructure to bring online identity into this new age. Trust online is eroding faster and faster with AI, and digital identity is a critical layer for the next generation of the web.

We've built the first Identity Acceptance Network, the "Visa for ID." We enable our customers to accept digital IDs that users already have, such as mobile driver's licenses, BankIDs, and reusable IDs. Compared with taking a picture of a plastic ID for verification, our customers can verify users roughly 10x faster and reduce fraud. We've integrated 80+ networks across 50+ countries covering 1,500M+ people.

Job descriptions usually aren't very helpful. Here are the things you probably care about:

• You'll own the relationship between Trinsic and key customers, each of whom have great product and engineering teams working with our platform. You'll act as an extension of the team for a small number of very high-value customers.

• Everybody on the Trinsic team is smart, down-to-earth, and happy to contribute alongside you. We don't hire anyone with a history of being a jerk (we check references).

• You'll be employee ~15 at a high-intensity, fast-growth company in a rapidly-shifting category that impacts billions of people. We're attempting to solve one of the only remaining truly unsolved problems on the web and we've found a wedge to actually do it.

• You won't be micromanaged. You'll be given objectives, context, and a supportive team and held accountable for outcomes.

• We're a remote company, and we lean into that. For example, we do a lot of asynchronous work through writing, messaging, etc. We travel twice yearly to get together for team meet-ups.

• There are things that are broken, fires burning, missing data, ambiguous projects, etc. (we don't expect you to be perfect either). We expect you to bring a "let's figure this out" mentality to solving problems.

• We offer comprehensive benefits, including health, dental, vision, travel stipend, no PTO cap, and parental leave.

We try to only hire people who will do the work of their lives at Trinsic. Here are the things we care about:

• You're customer-obsessed in a concrete way. Our growth strategy focuses on supporting a ~small number of extremely high-value customers. You understand that every customer interaction shapes our reputation. You notice when a customer is blocked, know who owns the next step, and care whether they hit the date they said they needed to hit.

• Evidence that you have owned customer-facing technical work across account management, customer success, support, sales engineering, or technical account management roles with APIs, SDKs, and developer tools is required.

• You historically get more work done per unit of time than your peers. You're the person who builds the knowledge base entry after answering a question once, automates the repetitive task, or creates the template that saves everyone time.

• Strong English language skills required, particularly in written form. You can explain complex concepts simply and clearly. Native English is not required.

• You are extremely organized and responsive. You're inundated with Slack messages, emails, and support tickets but nothing falls through the cracks. You triage effectively and respond quickly, and find a way to do so for customers across time zones, especially European working hours.

• You understand technical concepts, are comfortable doing demos, and can speak to technical integrations on calls, Slack/email, and in person. You have the judgement to understand when to answer, when to investigate, and when to pull others in for help.

• This role requires a "nothing is beneath me" mentality. You'll handle everything from basic technical support to customer follow-up, account plans, webinars, docs, demos, internal admin, and onsite visits with our customers' executive teams.

• You can work well from Europe with a mostly US-based team. That means strong async communication, good escalation judgment, and enough overlap for collaboration.

• Experience at venture-backed, early-stage startups is strongly preferred.

• Experience in identity verification, verifiable credentials, digital wallets, eIDs, fraud, KYC, fintech, payments, regulated infrastructure, and credential standards is a plus.

• You should feel confident you'll move the needle for whichever company you join, and therefore be excited about meaningful equity as part of a competitive comp package. Read more here: Compensation Philosophy.

Your mandate will be to ensure customer success from signature to scale. Here are the primary responsibilities:

• Customer Communications - Own customer Slack channels, emails, Intercom, and any other channels for technical questions and implementation, providing timely responses including for customers across time zones. This will include leading webinars on product and industry topics for customers.

• Technical Onboarding - Lead customer onboarding calls, moving from assist to own, ensuring customers successfully integrate, test, configure, troubleshoot, and go live on schedule

• Documentation & Knowledge Base - Create and maintain integration documentation, product guides, FAQs, and how-to videos. Build internal knowledge base so questions only need to be answered once

• Account Plans - Own customer success metrics and activation timelines. "Your goal is to integrate by 11/30, it's my job to make sure you hit that goal."

• Account Expansion - Identify places where current customers and partners can get more value from Trinsic, and help turn those opportunities into real conversations.

• Continuous Improvement - Continuously improve onboarding materials, activation processes, and our core product by bringing the feedback you learn from customers internally.

Logistics

• Role: Technical Customer Success Manager

• Team: Growth

• Employment type: Full-time

• Location: Remote, Europe

• Travel: 2x/yr offsites, semi-regular customer visits/conferences in Europe.

• Compensation: Competitive salary and meaningful equity. We discuss compensation early so neither side wastes time.

• How to apply: Apply through the Trinsic careers page for this role. Include your LinkedIn and any examples of customer-facing technical writing, docs, demos, or support material if you have them.

We're an equal opportunity employer and value people from a variety of walks of life.