Senior Director - Customer Success

November 18

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CertifID

WebsiteLinkedInAll Job Openings

Security • Identity Verification • Digital Verification • Two Factor Authentication • Wire Fraud Prevention

11 - 50 employees

Founded 2017

💳 Fintech

🏠 Real Estate

🔒 Cybersecurity

💰 $12.5M Series A on 2022-05

Description

• Cybercrime is rising, reaching record highs in 2023. According to the FBI's IC3 report total losses exceeded $12 billion. • At CertifID, we take this threat seriously and provide a secure platform to verify identities and detect potential fraud attempts. • We know we couldn’t take on this challenge without our incredible team, recognized as one of the Best Startups to Work for in Austin. • The Senior Director of Customer Success drives customer satisfaction and retention, empowering a team of managers to deliver exceptional value. • You will design scalable processes, cultivate a high-performance culture, and advocate for customer needs to drive growth targets. • By fostering strong cross-functional relationships, you will accelerate our growth trajectory and ensure customer success.

Requirements

• Although not a strict requirement, candidates for this role will typically have 4+ years of experience at the Director level in customer success, with a strong track record of building, coaching, and leading high-performing teams focused on growth and development. Preferably in a SaaS or software company • Demonstrated ability to set high standards, define clear goals, and deliver impactful results aligned with company objectives. • Deep understanding of Customer Success metrics (e.g., NPS, CSAT) and a passion for putting customers first. • Skilled in utilizing CRM platforms to drive customer health scoring, journey mapping, and data analytics. • Exceptional communication and collaboration skills to work effectively across cross-functional teams e.g. Sales, Product, and Account Management teams. • Critical thinker with the ability to identify challenges, propose solutions, and take decisive action. • Adaptable, innovative, and intrinsically motivated to drive results in a fast-paced environment. • Gracefully manage multiple, concurrent projects and are able to effectively balance time between critical short-term issues and longer term strategic goals • Foster a culture of collaboration and continuous learning within the team to ensure they can adapt to evolving customer needs. • Open to feedback, eager to learn, and adaptable, with a strong willingness to grow and improve in both individual and team capacities

Benefits

• 20 days PTO + 5 Paid Sick Leave + No work on your birthday + 12 Company Paid Holidays • Volunteer Hours • Equity • Wellness Benefit • Generous family leave policy • Health, Dental and Vision Insurance • 401k with matching • Life Insurance