Director Customer Success Management

at  IDnow

At IDnow, we believe innovation is finding solutions to problems that don’t yet exist but are sure to impact our future. Making the connected world a safer place is and has been our vision from the very beginning.
Our identity verification SaaS solutions enable businesses to make reliable, informed decisions in an instant. We offer robust, secure and seamless solutions to protect against player fraud, identity theft or forging signatures. It is not only mandatory and reduces business loss, but it also becomes a highly competitive advantage, as customer experience and retention rates improve substantially. We help our clients to increase security, improve customer conversion, and streamline their onboarding process.
We understand that regulation and our clients’ requirements are constantly evolving, so we evolve with them. Thanks to our close relationships with industry regulators, our solutions comply with multi-jurisdictional KYC ("Know Your Customer") regulations, allowing customers to process a wide variety of identity documents, and onboard and service consumers from all around the world in different markets and countries.
Location: Berlin, Munich, London
The IDnow Customer Success team acts as “Technical Mentors” for prospects and customers, from early engagement through to ongoing lifetime support. The CS Team ensures that IDnow technology is well understood by prospects and customers, taking them through areas such as technical optionality, best practice implementation and service monitoring. The team comprises of Solution Engineers, Onboarding Consultants, Customer Success Managers and Customer Support.
This role is key to ensuring IDnow sells more, transforms orders into revenue as quick as possible and delivers what is promised to customers. The Director Customer Success acts as a core Customer advocate within IDnow, and as core IDnow advocate within Customers.

EDUCATION & EXPERIENCE

• Computing Science or related degree as advantage
• 10+ years Customer Success Team Management experience
• 15+ years working in SaaS software companies • Proven experience in leading and managing high-performing teams.
• KYC / IDV technology experience/exposure ideal
• Deep experience of framing technologies to prospects, and on managing complex service delivery chains to customers
• Fluent English language skills, ideally French and/or German too

ROLE & RESPONSIBILITIES

• Setting the strategic direction of the Global Customer Success (CS) team in alignment with the Chief Commercial Officer (CCO) and broader company goals.
• Developing and optimizing core CS processes to ensure high conversion rates in pre-sales, quality service design, effective monitoring, and high customer satisfaction.
• Establishing best practices for customer onboarding, training, and ongoing support to drive customer success and retention.
• Leading and managing the Global CS sub-teams Solutions Engineering, Onboarding consultants, Customer Success Managers and Customer Support.
• Recruiting, mentoring, and developing the Customer Success team to build a high-performing and engaged workforce.
• Ensuring close collaboration with key stakeholders
• Sales Management / Sales Leadership: Partnering to drive new and existing customer retention, and to identify cross-sell and upsell opportunities.
• Product Management: Providing input into the product roadmap and maintenance, ensuring customer feedback and needs are represented
• Serving as Senior Representative Escalation point to help manage systematic customer or service issues.
• Representing Customers and CS Teams at various IDnow communications and cross-collaboration meetings

ROLE RELATED COMPETENCIES

• Ability to set long-term goals and define the strategic direction for the Customer Success team
• Industry knowledge of common software models such as ITIL, Agile/Scrum and Systems Management
• Deep understanding of customer needs and the ability to advocate for customers within the organization
• Strong collaboration skills to work effectively with cross-functional teams, including Sales and Product Management