RemoteLeaf Logo
Log in Sign up

Director, Professional Services

7 hours, 44 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Machine Learning Salesforce
Apply Now
Jumio

Jumio

Jumio is a leading digital identity verification platform that offers AI-driven services to verify the identities of new and existing users, assess risk, and help businesses meet compliance mandates. Their solutions include credit card payments validat...

IT Services
251-1K
Founded 2010
$205M raised
View All Jobs 2

Description

  • Lead and develop the Professional Services team, including Onboarding Managers and Implementation Managers.
  • Own the end-to-end customer onboarding journey from contract signature through go-live and time to value.
  • Define and enforce onboarding milestones, go-live criteria, and adoption expectations.
  • Build and maintain the customer onboarding and implementation project plan framework.
  • Drive integration quality across API/SDK support, sandbox testing, workflow configuration, and pre-launch checklisting.
  • Lead the transition from onboarding to the ongoing CSM relationship to ensure a seamless handoff.
  • Own the business outcomes scorecard and track customer success criteria throughout the lifecycle.
  • Manage and grow the billable services portfolio, including health checks, technical advisory engagements, TAM retainers, and professional services packages.
  • Lead the Customer Success Operations function, including tooling, reporting, program rigor, and supporting infrastructure.
  • Own the Customer Success platform, customer health scoring, lifecycle automation, reporting, integrations, and adjacent tooling.
  • Implement Customer Success Agents to improve efficiency and outcomes across the customer base.
  • Design and deliver reporting packs with operational health, at-risk dashboards, and executive/board retention metrics.
  • Lead cross-functional customer success initiatives such as customer journey mapping, playbook design, and technology rollouts.
  • Drive Gong adoption and compliance so customer interactions are captured and used for decision-making.
  • Build and maintain playbooks for QBRs, escalations, at-risk accounts, onboarding, expansion, and renewal handoff.

Requirements

  • 7+ years of experience in Customer Success or a combined post-sale leadership role at a B2B SaaS company.
  • Proven track record leading customer onboarding and implementation at scale with measurable Time to Value improvements.
  • Hands-on experience implementing and optimizing Customer Success platforms such as Planhat, Gainsight, Totango, or equivalent.
  • Strong program and project management skills with the ability to manage multiple workstreams simultaneously.
  • Experience building health score models and at-risk reporting that drives action.
  • Excellent cross-functional collaboration skills across Customer Success, Account Management, Product, and Engineering.
  • Data-driven mindset with the ability to make decisions using evidence and build systems that make evidence easy to find.
  • Builder mentality and comfort operating in a low-base, high-growth environment.
  • Experience in identity verification, KYC/AML, fraud prevention, or adjacent fintech/regtech is a plus.
  • Familiarity with API/SDK integrations, verification workflows, and biometric products is a plus.
  • Experience managing a billable professional services P&L is a plus.
  • Prior experience in a PE-backed or high-growth transformation environment is a plus.

Benefits

  • Competitive salary range of $177,405 to $196,493, with possible geographical adjustment based on location, skills, and experience.
  • Medical and dental insurance.
  • Health and wellness benefits.
  • Peer recognition program.
  • Flexible time off.
  • 401(k) match.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Hasbro

Director Global Sourcing

Hasbro 5K-10K Consumer Goods

Hasbro is hiring a Global Sourcing Director to lead the sourcing strategy and supplier network for a portfolio of global brands, shaping a resilient and high-performing supply base across an international manufacturing footprint.

Hong Kong Full-time Lead Operations Manager
6 hours, 59 minutes ago
Waymark

Outreach Specialist/Care Coordinator, Manager - Sonoma County or Orange/San Bernardino County

Waymark 11-50 Media

Waymark is seeking an Outreach Specialist/California Care Coordinator Manager to lead a growing local care coordination team serving Medicaid members across selected California counties.

United States Full-time Lead Operations Manager Program Manager
$85k-$107k
6 hours, 59 minutes ago
HOSTING

Customer Success Manager

HOSTING 251-1K IT Services

Hosting.com is seeking a Customer Success Manager to own and grow a portfolio of existing customer accounts, focusing on retention, expansion, and identifying infrastructure opportunities.

United States Full-time Mid Level Customer Success Manager
CRM
7 hours, 14 minutes ago
Upstream Rehabilitation

Clinic Director/Physical Therapist

Upstream Rehabilitation 251-1K Health Care Providers & Services

BenchMark Physical Therapy in Kennesaw, GA is seeking a Clinic Director to lead an outpatient physical therapy team and oversee patient care in a community-focused clinic.

United States Full-time Lead Operations Manager
7 hours, 14 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers