Director Customer Success, Communities

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. 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. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Director, Customer Success, Communities

Mountain View, CA

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. 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. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Position Overview

We are seeking an experienced Director of Customer Success, Communities to lead our commercial enterprise accounts and manage a team of 3-5 Customer Success Managers. This role focuses on driving customer success strategies for enterprise clients across various community verticals, ensuring high retention rates, expansion opportunities, and exceptional customer experiences. The ideal candidate will combine hands-on customer management with proven leadership capabilities to scale our communities business.

Key Responsibilities

Team Leadership & Development

• Recruit, hire, onboard, and develop a high-performing team of 3-5 Customer Success Managers
• Provide ongoing coaching, mentorship, and performance management to drive individual and team success
• Establish clear performance metrics, KPIs, and accountability frameworks for the CSM team
• Conduct regular one-on-ones, team meetings, and quarterly business reviews with direct reports
• Foster a collaborative culture focused on customer-centric solutions and continuous improvement

Strategic Account Management

• Personally manage a portfolio of high-value commercial enterprise accounts within the communities vertical
• Develop and execute comprehensive customer success plans aligned with client business objectives
• Drive customer adoption, engagement, and value realization across ID.me's identity verification solutions
• Identify and pursue expansion opportunities, including upsells and cross-sells within existing accounts
• Serve as the primary escalation point for complex customer issues and strategic initiatives

Customer Success Strategy & Operations

• Design and implement scalable customer success processes and methodologies for the communities business
• Collaborate with Sales, Product, Engineering, and Support teams to ensure seamless customer experiences
• Develop customer health scoring models and early warning systems to proactively address at-risk accounts
• Create standardized playbooks for onboarding, adoption, renewal, and expansion activities
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement

Revenue Growth & Retention

• Own renewal and expansion targets for both personal portfolio and team-managed accounts
• Develop and execute strategies to achieve annual retention rates of 95%+ and net revenue retention of 110%+
• Lead contract negotiations and renewal discussions for enterprise accounts
• Collaborate with Sales on new busin