Director, GTM Sales & Customer Success Enablement

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

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. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Why we have this role:

ID.me is looking for a Customer Success and Sales enablement leader who has experience building out Enablement organizations in fast-growing SaaS companies. This leader will own the strategy, and execution for all go-to-market enablement programs. This role is essential to driving success metrics like revenue generation, customer retention, accurate forecasting, pipeline conversion and velocity, quota attainment, time to new-hire productivity, and Sales and Customer Success employee engagement. 

Things this leader will do: 

• Hire, manage, and coach world-class Sales and Customer Success enablement teams.
• Design, develop, and implement a robust and scalable sales and customer success enablement strategy, including, but not limited to: skills frameworks, onboarding plans, ongoing enablement and training programs, sales methodology training,, and high-level product enablement..
• Map the sales and customer success process with our customer’s buying journey to understand and enhance the skills, knowledge, process, and tools required by our teams to increase velocity and conversion rates at each stage in those processes.
• Develop, deploy, and manage the organization’s sales and customer success certification program including needs analysis, performance tracking, manager appraisals, and other feedback loop mechanisms.
• Managing the sales and customer success enablement content management system like Highspot or Seismic, ensuring content is up to date, and easily and readily accessible at the point of need.
• Create engaging learning activities, assessments, certifications, and exercises from start to finish in the designated content management system.
• Establish strong partnerships and alignment with key stakeholders at all levels of the organization including Customer Success, Marketing, Product, and Sales to ensure ongoing effectiveness and successful implementation of new programs / products.
• Spend time gathering insights and leveraging frontline sales and customer success managers as agents of enablement.
• Measure and evaluate the ROI of enablement programs ensuring that everything we do has a direct impact on key business metrics. 

What this leader will demonstrate:

• Accountability and a commitment to consistency and credibility, evidenced not only by on time delivery of initiatives but also a smoothly running enablement program.
• Data-driven decision making and detail-oriented problem-solving.
• An ability to build trusted relationships across a diverse range of stakeholders.
• An effective use of data and insights to improve business performance and outcomes.
• Ownership of processes and projects from discovery / design phase to implementation and ongoing management.

How this leader will grow:

• This is an opportunity to build a team from the ground up including hiring and developing a team and creating new processes and standards from scr