Customer Success Specialist

We're looking for a talented and passionate Customer Success Specialist to join Certta's international Customer Success team and support a growing global portfolio of clients.

As a Customer Success Specialist, you'll own the post-sale relationship with a portfolio of accounts — making sure every client extracts real, measurable value from Certta's verification and anti-fraud platform. You'll be the person who understands both the customer's fraud and conversion goals and how our products (FaceID, DocID, Profile Check, VerifAI, AuthID and Flow) can be configured to achieve them. You'll partner closely with Sales, Support, Product and Engineering to turn adoption into retention, and retention into growth.

This is a hands-on, consultative role: part trusted advisor, part product expert, part data analyst.

What you'll do

• Own a portfolio of international accounts end to end after the sale — onboarding, adoption, ongoing value delivery, renewal and expansion.
• Lead structured onboarding and time-to-first-value plans, working with technical teams to get clients live on Certta's APIs and workflows quickly and cleanly.
• Build a deep understanding of each client's verification journey and business goals — approval rate, conversion, fraud loss, manual review effort, cost per verification — and translate those goals into a clear success plan.
• Monitor product usage and account health, spot risk early, and act on it before it becomes churn.
• Analyse client performance data and turn it into recommendations — for example, tuning decision rules in Flow, adjusting thresholds or adding a verification layer to reduce false positives.
• Run recurring business reviews (QBRs/MBRs) with operational and executive stakeholders, presenting results, benchmarks and a forward-looking roadmap.
• Drive retention and identify upsell and cross-sell opportunities, partnering with Sales to expand accounts.
• Be the internal voice of the customer: consolidate feedback, prioritise it with Product and close the loop with clients on what shipped.
• Coordinate escalations across Support and Engineering, keeping clients informed with clear, honest communication and owning the follow-up until it's actually resolved.
• Keep account records, success plans and forecasts accurate and up to date in our CRM and CS tooling.
• Contribute to how the team works — playbooks, onboarding templates, health-score criteria and enablement materials that scale beyond your own portfolio.

What you'll need

• Fluent written and spoken English — you'll work with clients and colleagues across multiple countries and time zones.
• Professional experience in Customer Success, Account Management, Implementation or a similar client-facing role at a B2B SaaS or technology company (or equivalent practical experience).
• Comfort working with technical products: you can read API documentation, understand what a webhook or an SDK does, and hold a credible conversation with a developer without being one.
• Strong analytical skills — you're at ease with dashboards and spreadsheets, and you can build a data-backed narrative rather than just reporting numbers.
• Excellent communication and presentation skills, including with senior and executive stakeholders.
• Ability to manage multiple accounts and competing priorities without losing track of detail or dropping commitments.
• A consultative, problem-solving mindset: you dig into the root cause instead of forwarding the ticket.
• Awareness of the responsibility that comes with handling personal and sensitive data, and of privacy frameworks such as LGPD and GDPR.

Nice to have

• Additional languages — Portuguese and/or Spanish are a strong plus.
• Experience in identity verification, fraud prevention, KYC/AML, risk, payments, fintech or cybersecurity.
• Familiarity with CS and support platforms (e.g. HubSpot, Salesforce, Zendesk, Gainsight), issue trackers such as Jira, and BI tools such as Metabase, Looker or Power BI.
• Basic SQL, or comfort querying data on your own.
• Experience supporting clients across multiple regions, or building a CS function from an early stage.

More about you

• You genuinely care about the client's outcome, and you'd rather fix the underlying problem than close the ticket.
• You're curious about how things work. When you see an unusual fraud pattern, your first instinct is to understand it.
• You're comfortable with ambiguity and fast change. Priorities shift, products evolve, and you'd rather help shape a process than wait for one.
• You say the difficult thing early, kindly and clearly — including when the news isn't good.
• You adapt your style to your audience, whether that's a developer, a fraud analyst or a CFO.
• You take ownership, keep your commitments visible, and share what you've learned so the whole team gets better.

About Certta

Certta (formerly CAF) is an intelligent verification hub. We develop and integrate anti-fraud solutions within a single platform, connecting every verification layer intelligently and at scale — facial biometrics and liveness, document verification, background and profile checks, fraud and deepfake detection, authentication, and no-code decision workflows.

We exist so that no one can impersonate anyone else. Our technology is part of the onboarding, authentication and risk decisions of banks, fintechs, e-commerce and marketplace platforms, mobility and delivery apps, insurers, betting operators and many other companies, including well-known brands across Latin America. Today we're expanding internationally, and we're looking for people who are committed to and capable of helping us become the best digital identity company in the world.

The future begins with trust.