Director, Customer Success

About Vcheck

Vcheck is a human-led, technology-enabled due diligence background check firm, annually conducting over 18,000 international investigations. We specialize in risk-based assessments for lending, investments, KYC, vendor onboarding, M&A, IPOs, executive placements, and overall third-party portfolio risk. Our hybrid approach delivers the financial and reputational intelligence needed for confident decision-making. 

Founded in 2012 and based in New York City, Vcheck has experienced rapid growth, industry recognition, and five consecutive appearances on the Inc. 5000 list. 

About the role

The Director of Customer Success will lead and oversee all aspects of the organization's customer service policies, objectives, and initiatives. This role has full responsibility for the direct oversight of all client-facing operations, including client order management, customer success initiatives, customer support, client-facing communication, customer advocacy, and the overall performance of these teams. As a key leader, this individual will be responsible for external customer engagement practices and will often function as the face of Vcheck, frequently in partnership with the Sales organization. The Director will develop and implement service level standards focused on optimizing response times, minimizing customer back-and-forth, and ensuring high customer satisfaction in order processing, report delivery, and overall support. They will establish policies and procedures that ensure high-quality customer service delivery and reflect industry best practices. This role is an onsite role in our NYC office.

What you'll be doing

• Implement systems for capturing service metrics, customer feedback, and product issues.
• Utilize historical data for informed decision-making and optimizing team performance.
• Advise on and communicate best customer service practices.
• Educate customers on optimal product use and value.
• Align customer service initiatives with overall business goals.
• Lead customer onboarding and create seamless customer experiences.
• Develop strategies, budgets, policies, and procedures for customer success.
• Manage and develop the customer success team, ensuring consistent service delivery and professional growth.
• Develop and implement training programs for new and existing customer service team members.
• Identify and recommend technology and policy updates to improve service and retention.
• Identify process improvements to enhance business efficiency and growth.
• Act as a liaison between customer service and other departments, fostering collaboration.
• Manage escalated issues and partner cross-functionally to resolve root causes.
• Maintain team performance against internal KPI metrics and ensure accountability.

About you

Key requirements:

We're looking for someone who is passionate about joining a diverse team and is driven to achieve results through ownership, process optimization, and upstanding character. If this describes you, we encourage you to apply, even if you don't meet every requirement listed.

• Bachelor's degree required.
• Proven experience in a client-facing leadership role.
• Extensive management experience, with a track record of building and leading high-performing teams.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and diligence.
• Strong analytical and critical thinking skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Physical requirements:

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard. 
• Specific vision abilities required by this job include close vision requirements due to computer work.