Senior Director of Customer Success

Cybercrime is rising, reaching record highs in 2023. According to the FBI's IC3 report total losses exceeded $12 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.

We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs in 2023. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.

How You Will Make an Impact:

We believe that our customers' success is our success, and we are dedicated to ensuring they achieve their goals. The Senior Director of Customer Success at CertifID plays a pivotal role in shaping the future of our customer success function. Reporting to the SVP of Customer Success, this leader will drive customer satisfaction, retention, and growth by empowering a team of Customer Success Managers to deliver exceptional value. In this role, you will design scalable processes, cultivate a culture of high performance, and advocate for customer needs across the organization to drive our ambitious growth targets. By fostering strong cross-functional relationships, you will accelerate our company’s growth trajectory and ensure our customers realize their goals.

What you will do:

- Standardize Engagement Models: Develop and implement standardized engagement models across all customer segments, ensuring clarity for both customers and internal teams regarding deliverables. 

- Team Leadership & Development: Establish clear objectives and performance expectations for the Customer Success team. Foster a culture of accountability, high performance, and continuous learning.

- Process & Best Practice Optimization: Create, implement, and refine best practices, playbooks, and processes to ensure consistency and scalability as our offerings expand. Continuously identify areas for improvement to enhance efficiency and effectiveness.

- Customer Retention & Success: Develop and implement strategies to maximize product adoption, identify opportunities for growth, and ensure customers consistently achieve their desired outcomes.

- Cross-Functional Collaboration: Strengthen the partnership between the Customer Success team and the newly established Account Management team to drive synergies and optimize client outcomes.

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: 

- Health, dental, and vision Insurance

- 401k with matching and no waiting period

- Company Equity

- Wellness reimbursement of $300/year

- Life insurance

- Parental leave

- 20 vacation days

- 5 sick days

- 12 company-paid holidays

- 2 mental health half-days

- No work on your birthday

- Beautiful office with lots of parking :)

Change doesn't happen overnight, and the same goes for us here at CertifID. We PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.