Head of Customer Success Strategist

2 days ago


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

Middesk is a leading disruptor in the business identity market, dedicated to making it easier for businesses to work together. Our goal is to provide a seamless experience for financial services institutions and fintechs to onboard businesses and facilitate rapid transactions.

The Role

We are seeking a seasoned professional to lead our Customer Success team as the Head of Customer Success. As a key member of our leadership team, you will be responsible for developing and implementing a long-term strategy to scale our account management and customer experience teams, delivering exceptional customer experiences that drive mutual growth for both our clients and Middesk.

Key Responsibilities:
  • Promote product adoption and revenue growth by developing scalable solutions that demonstrate the value of Middesk's offerings.
  • Build deep, mutually beneficial relationships with 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 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 to drive efficiency and scalability.
Requirements:
  • 8+ years of experience 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 Have:
  • Experience with data, identity, or risk products: Familiarity with products related to data, identity, or risk, and an understanding of their unique customer needs.

Middesk is a leading disruptor in the business identity market, dedicated to making it easier for businesses to work together. Our goal is to provide a seamless experience for financial services institutions and fintechs to onboard businesses and facilitate rapid transactions.



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