Director, Customer Success (Americas)

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Director, Customer Success

If you’re passionate about engaging customers and creating a great experience in an exciting and expanding SaaS business with a fantastic culture, Onfido might be the place for you.  We’re looking for a proven and entrepreneurial Director for our Americas Customer Success Team to grow, nurture and retain our accounts. You will manage a growing team of skilled Customer Success Managers covering the Americas region.  All CSMs have a portfolio of accounts and are responsible for customer onboarding and long term customer relationships.  You should have impeccable relationship skills and create win-win environments for all parties that you work with.  In addition to running the CSM team, you will be expected to craft excellent relationships with client-side C-level and Directors, deeply understanding their priorities and problems; all of this in conjunction with CSMs and Account Executives. In doing so you’ll help maximise partnership and revenue opportunities for Onfido, ensuring our customers have the very best Onfido experience, for which you'll have team targets and commissions.

As a Director, Customer Success you will:

• Manage your CSM team ensuring KPIs and personal targets are met, looking after and coaching individuals as we, and they, grow in this expanding market.
• Periodically review and adjust the book of business of each team member to balance workload and optimise synergies (industry/vertical, geographic location, partner vs direct customer, etc) while retaining relationship continuity where possible.
• Work side-by-side with CSM, Account Executive, Solutions Engineering and Product Leaders to retain a strong service offering and deliver the best Onfido experience possible to our customers.
• Collaborate with peers (other Customer Success Geographic Leaders) to establish success criteria and methodology to aid the customer in achieving their goals, align on globally consistent best practices and ensure corporate objectives can be met.
• Boost Client onboarding and take-up of the Onfido service working alongside Client and Onfido representatives.
• Solve Client and CSM escalations by working in partnership with Clients and Onfido stakeholders, with a view to identifying and operationalizing risk mitigation.
• Be the voice of the customer internally, including feeding customer priorities into the Product team (issues and enhancements).
• Focus on personal and team development to improve team performance to enable us to scale more effectively.
• Identify and resolve conflicts (on their team or with other teams) early and in a positive manner.
• Increase meeting effectiveness and strive to decrease meeting load for their team.
• Positively challenge the status quo when needed.

We’re looking for a Customer Success Director with the following skills and experience:

• 7+ years solid experience in Customer Success Management / Client Service, including a minimum of 3 years experience of managing a Customer Success Management Team.
• Experience of managing a combined Book of Business value of $30m+ along with quarterly KPIs such as revenue usage, retention rates and product adoption.
• First Class people management skills, used to coaching, empowering, challenging and growing an industry-leading Customer Success Team.
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