Director, Customer Success (Partner Solutions) - B2B2C I APIs I Product Influence

Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat. 

Job Description

Formal Business title: Director, Customer Success (Partner Solutions) 

Allstate Identity Protection (AIP)

• Formerly  InfoArmor, and now a 100% subsidiary and Business Unit of Allstate (since 2019), we are a technology and services company that has led the Identity Protection and Advanced Threat Intelligence pack for 15 plus years. We are committed to making digital life easier, safer, and more rewarding by offering innovative protection against digital fraud, so members can live confidently online.

• We help leading financial services, fintech, and other partners protect their customers through API and white label identity protection solutions. Our platform drives engagement and revenue for partners while keeping end users safe.

Why AIP?

• If you are passionate about driving customer success and eager to shape product strategy through customer insight, all while working on cutting-edge identity protection technology, we encourage you to apply. Join us and help our partners succeed by making their customers safer and in turn, play a pivotal role in AIP’s growth in the B2B2C space.

The Role

• Directly reporting to our Chief Product Officer, the Director-Customer Success will own end-to-end partner success and influence our product roadmap.

• This role spans the full customer lifecycle; partnering with sales during pre-sales discovery to align customer needs with AIP’s capabilities and set clear expectations, then owning post sales success across onboarding, integration, adoption, and value realization, blending traditional customer success leadership with hands on technical product ownership.

What You’ll Do

• Partner with Sales during pre-sales discovery to understand partner goals, success criteria, and technical constraints; validate feasibility and help shape solution approach and scope.

• Lead partner onboarding launches: Manage integrations from signature to go live; coordinating timelines, stakeholders, testing, and readiness activities for a smooth, on time deployment.

• Drive outcomes post launch: Run regular check ins and QBRs, optimize adoption (enrollment, usage), and proactively identify risks/opportunities for expansion.

• Be the trusted voice of the customer: Capture customer needs and pain points, field questions, triage and prioritize integration issues, coordinate resolution and escalations, translate needs into crisp outcomes, help prioritize the roadmap. and close the loop via better docs, tooling, and processes.

• Operate cross functionally: Partner with Sales/AM on renewals/upsells, Marketing on enablement, product management on prioritizing market needs, and digital product teams on implementation.

• Scale what works: Build playbooks and best practices; mentor peers; keep a pulse on fintech/identity trends to inform customers and product strategy.

• Prioritize customer needs: For capability gaps, document outcomes, quantify customer/market impact, and develop business cases (value, risk, effort, ROI) to inform roadmap and investment decisions.

How We’ll Measure Success (First 6–12 Months)

• Customer satisfaction & retention: Strong NPS/CSAT and renewals across your portfolio.

• Seamless launches & adoption: On time integrations that meet activation/usage targets.

• Roadmap impact: Meaningful, scalable features and functionality that originate from your customers’ needs are implemented.

• Internal alignment: Faster escalations, clear requirements, and positive feedback from Product/Engineering.

What You’ll Bring (required qualifications)

• 7+ years in enterprise customer success, account management, or technical consulting roles managing Enterprise customers or Partners

• Conversationally technical: Comfortable with APIs, SSO (OAuth/SAML) integrations, SDKs, webhooks, and data flows. experience leading customer integrations

• Clear communicator & influencer: Equally effective with C suite and developers; strong at framing business cases and tradeoffs.

• Program/Project rigor: Orchestrates complex implementations; fluent with tools like