Director Customer Success & Support

McLean, VA, United States

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

We are seeking a highly motivated and experienced professional to join our team as the Director of Customer Success and Customer Support. The ideal candidate will be responsible for leading and managing our Communities customer success and customer support teams to ensure the highest level of customer satisfaction. This role requires a strategic thinker with excellent leadership and communication skills, who can drive customer engagement, retention, and overall success.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and manage the customer success and support teams.

Set clear performance expectations and goals for team members.

Foster a positive and collaborative team culture.

Strategy and Planning:

Develop and execute a comprehensive customer success and support strategy aligned with company goals.

Analyze customer data and feedback to identify opportunities for improvement.

Collaborate with cross-functional teams to integrate customer feedback into product development and improvements.

Customer Engagement and Retention:

Build strong relationships with key customers to understand their needs and challenges.

Implement strategies to increase customer retention and satisfaction.

Proactively address customer issues and concerns to ensure resolution.

Performance Metrics and Reporting:

Establish and monitor key performance indicators (KPIs) for customer success and support.

Provide regular reports and insights to leadership on customer satisfaction, support performance, and other relevant metrics.

Training and Development:

Develop training programs to enhance the skills of customer success and support teams.

Ensure team members are knowledgeable about products, services, and best practices.

Process Optimization:

Streamline and optimize customer support processes to enhance efficiency.

Implement best practices to ensure a seamless customer experience.

Customer Advocacy:

Identify opportunities for customer advocacy and references.

Collaborate with marketing to showcase customer success stories.

Qualifications:

Proven experience in a leadership role within customer success and support.

Strong understanding of customer relationship management (CRM) and support tools.

Excellent communication and interpersonal skills.

Analytical mindset with the ability to use data-driven insights.

Ability to thrive in a fast-paced, dynamic environment.

LI-MK

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.

#J-18808-Ljbffr