Head of Customer Success

7 days ago

New York, United States Middesk Full time
About Middesk

Our goal is to make it easier for businesses to work together. Since 2018, we have been a leading disruptor in the business identity market. While consumer identity technology has seen significant modernization and digitization over the past decade, business identity and verification largely continues to be a manual process, specifically in the context of onboarding businesses to receive access to financial products and services. Our best-in-class business identity platform provides access to complete, up-to-date information that financial services institutions and fintechs need to make educated decisions about their customers and facilitate rapid onboarding and transacting. Our vision is that every company can instantly gain access to all the data, products, and services they need to establish and grow their business with ease. Middesk came out of Y Combinator, is backed by Sequoia Capital and Accel Partners, and was recently named to Forbes Fintech 50 List and cited as an industry leader in business verification by digital identity strategy firm, Liminal.

The role

As the Head of Customer Experience at Middesk, you will oversee the entire post-sales strategy and journey for all of Middesk's customers. Your mission will be to develop and implement a long-term strategy to scale our account management and customer experience teams, delivering an exceptional customer experience across all segments that drives mutual growth for both our clients and Middesk. You will lead efforts to build long-term, strategic partnerships with our largest clients while developing a scalable engagement model for other segments. Your focus will be on maximizing product adoption and revenue growth, shaping our product roadmap, implementing systems and processes to scale our post-sales operations, all the whilst building and developing an exceptionally high-performing team.

What You'll Do:
  • Promote product usage, adoption and revenue growth across our customer base by developing scalable, win-win solutions that demonstrate the value of Middesk's offerings.
  • Build deep, mutually beneficial relationships with our customers by understanding their business needs and helping them achieve long-term success with Middesk. Handle and de-escalate difficult customer challenges and turn them into an opportunity to build trust and commitment to Middesk.
  • Develop and expand our teams to deliver exceptional post-sales experiences, ensuring we provide industry-leading service across all customer segments.
  • Work effectively across the GTM and product functions to provide an outstanding customer experience.
  • Serve as a key advocate for our customers within Middesk, influencing the product roadmap to align with the evolving needs of current and future customers.
  • Implement systems and processes in our post-sales operations, including onboarding, renewals, and support, to drive efficiency and scalability.
What We're Looking For:
  • 8+ years in leading client-facing post-sales functions, including account management.
  • Demonstrated success in hiring, onboarding, and developing talent within account management and customer experience teams in high-growth environments. Expertise in scaling enterprise-level post-sales functions in sales-led organizations, with a strong focus on customer satisfaction and growth.
  • Demonstrated success working with large enterprise customers in fintech or financial services, including managing complex relationships, influencing and negotiating at senior levels, and driving land-and-expand motions.
  • Experience selling technical solutions with a usage/volume-based model, and ability to engage with customers on technical topics.
  • Demonstrated ability to use data to identify upsell and cross-sell opportunities and to drive business outcomes.
  • Extensive experience working closely with sales, product, and marketing teams to enhance customer engagement and drive growth.
Nice to Haves:
  • Experience with data, identity, or risk products: Familiarity with products related to data, identity, or risk, and an understanding of their unique customer needs.

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