Head of Customer Success

3 weeks ago

New York, New York, United States Middesk Full time
About Middesk

Middesk is a leading disruptor in the business identity market, aiming to make it easier for businesses to work together. Our goal is to provide a best-in-class business identity platform that offers complete, up-to-date information for financial services institutions and fintechs to make informed decisions about their customers and facilitate rapid onboarding and transacting.

The Role

We are seeking a seasoned professional to lead our post-sales strategy and journey for all of Middesk's customers. As the Head of Customer Success, you will 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.

Key Responsibilities:
  • 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.
  • 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.
Requirements:
  • 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.
  • 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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