Director, Professional Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and develop the Professional Services team, comprising Onboarding Managers and Implementation Managers.

• Oversee the complete customer onboarding process from contract signing to go-live, ensuring a swift Time to Value.

• Establish and enforce onboarding milestones, criteria for go-live, and expectations for adoption.

• Create and sustain the framework for customer onboarding and implementation project plans.

• Ensure integration quality, including support for API/SDK integrations, sandbox testing, workflow configuration, and pre-launch checklists.

• Facilitate the transition from onboarding to the ongoing Customer Success Management (CSM) relationship, ensuring continuity and seamless experience for customers.

• Manage the business outcomes scorecard, aligning customer success metrics from day one and tracking performance throughout the lifecycle.

• Oversee and expand Jumio’s billable services portfolio, which includes health checks, technical advisory engagements, Technical Account Manager (TAM) retainers, and professional services packages.

• Define service tiers, scope, pricing, and delivery standards for all post-sale professional services offerings.

• Collaborate with the CSM and Account Management teams to position and sell services during renewal and expansion discussions.

• Develop a capacity model to ensure the team can scale service delivery without sacrificing quality.

• Lead the Customer Success Operations function, including the personnel and systems infrastructure that enables post-sale teams to operate effectively and insightfully.

• Direct the implementation and ongoing enhancement of Jumio’s Customer Success platform, encompassing health scoring, lifecycle automation, reporting, and integrations.

• Oversee the implementation of Customer Success Agents to promote efficiency and outcomes across the customer base.

• Create and maintain the customer health score model, defining inputs, weighting signals, and ensuring the outputs are actionable for CSMs and Account Managers.

• Design and present the Customer Success reporting package, which includes weekly operational health reports, dashboards for at-risk accounts, and executive/board-level retention metrics.

• Manage program and project initiatives for cross-functional Customer Success efforts, including customer journey mapping, playbook design, and technology rollouts.

• Direct the tooling strategy across the post-sale stack, including the Customer Success platform, Gong, SFDC integration, and related tools.

• Promote Gong adoption and compliance, ensuring every customer interaction is documented, accessible, and informs decision-making.

• Develop and maintain playbooks for Quarterly Business Reviews (QBRs), escalations, at-risk accounts, onboarding, expansions, and renewal handoffs.

⛳️ Requirements

• A minimum of 7 years of experience in Customer Success or a related post-sale leadership role within a B2B SaaS company.

• Demonstrated success in leading large-scale customer onboarding and implementation, including measurable improvements in Time to Value.

• Practical experience in implementing and optimizing Customer Success platforms such as Planhat, Gainsight, Totango, or similar systems.

• Strong skills in program and project management, capable of managing multiple workstreams simultaneously without losing attention to detail.

• Experience in developing health score models and at-risk reporting that drive actionable insights.

• Exceptional cross-functional collaboration skills, closely partnering with Customer Success, Account Management, Product, and Engineering teams.

• A data-driven approach, able to make evidence-based decisions and create systems that facilitate easy access to data.

• A builder mentality, with enthusiasm for developing from a foundational level rather than maintaining an established system.

• Experience in identity verification, KYC/AML, fraud prevention, or related fintech/regtech fields is advantageous.

• Familiarity with Jumio’s technical stack, including API/SDK integrations, verification workflows, and biometric products is beneficial.

• Experience managing a billable professional services Profit & Loss (P&L) is a plus.

• Prior experience in a Private Equity-backed or high-growth transformation environment is also advantageous.

🏝️ Benefits

• Comprehensive benefits package, including medical and dental insurance.

• Health and wellness programs.

• Opportunities for peer recognition.

• Flexible time-off policies.

• 401K matching available.