Director, Customer Success

About ValidMind

ValidMind empowers financial services organizations to bring more trust and transparency to the world’s AI/ML/LLM models. With the rapid evolution of AI, increased regulatory scrutiny, and lack of fit-for-purpose tooling, financial services’ Model Risk Management (MRM) and AI Governance functions are under enormous pressure to ensure compliance. We are passionate about helping these organizations seamlessly and confidently test, validate, and document their business’ AI models while ensuring compliance with domestic and international AI and model risk regulations.

Director, Customer Success 

At ValidMind, a cutting-edge Model Risk Management (MRM) startup, we seek a dynamic and experienced Director of Customer Success to join our team. In this pivotal role, you will be responsible for driving client success and ensuring the widespread adoption of our Enterprise MRM platform.

You will be a strategic partner to our clients, collaborating with them to define their business objectives and develop tailored MRM programs that align with their goals. You will lead an account team of CS Field Engineers and CS MRM Advisors to provide exceptional support and guidance throughout our platform’s onboarding, implementation, and ongoing use.

As a thought leader in the industry, you will stay abreast of best practices and regulatory developments to provide expert insights to our clients. You will also contribute to the development and execution of ValidMind's customer success strategy, ensuring we continue delivering unparalleled value to our clients.

Are you are passionate about helping businesses manage model risk?  Are you eager to make a significant impact in a rapidly growing field? We encourage you to apply for this exciting opportunity.

Qualifications

• Extensive background in Customer Success, including exposure to AI Model Development & Model Risk Management (MRM)
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong analytical skills, vital emotional intelligence, and a data-driven mindset.

Responsibilities

• Manage customer onboarding and implementation of ValidMind's Enterprise Model Risk Management (MRM) platform.
• Manage multiple customer success programs by tracking and executing CS enablement and enrichment activities. 
• Manage customer account teams in executing CS Programs, including CS Field Engineers and CS MRM Advisors. 
• Collaborate with clients to understand their business objectives and develop tailored MRM programs.
• Provide ongoing enablement and guidance to clients on using the MRM platform and best practices for model risk management.
• Monitor client progress and identify opportunities for improvement.
• Conduct regular reviews with clients to assess effectiveness and make enhancements recommendations.
• Act as a liaison between clients and ValidMind's product development team to meet client needs.
• Stay abreast of industry best practices and regulatory developments in model risk management.
• Contribute to the development and execution of ValidMind's customer success strategy.

Additional Requirements

• Customer-facing role, often requiring regular client meetings and presentations.
• US Eastern Time zone availability is required.
• Startup mentality with a desire to assist beyond defined role responsibilities.
• Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion is preferred.
• Experience with customer-facing content development via MS PowerPoint / Google Slides is required.  
• Some travel is required for team events and customer visits.

Are you missing some qualifications? We will consider candidates from diverse backgrounds who can demonstrate that they have the management skills and background needed to succeed. 

What does ValidMind offer?

• A total compensation package, including base salary, equity incentive, paid time off, and benefits
• An inclusive, remote-first work culture with regular get-togethers around the world
• Work-life balance with a flexible work schedule
• Great career development prospects

At ValidMind, we create the most efficient solution for organizations to automate testing, documentation, and risk management for AI and statistical models. Working here means being at the forefront of AI risk management, but it’s also more personal than that: we promote an inclusive culture where we value your ideas and creativity. We want you to have a sense of ownership over your work, to build mutual trust with your peers, and to feel supported in everything you do. There is ample room to grow as a VC-backed company