Hybrid Director Customer Success, Communities bei ID.me
ID.me · Mountain View, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Mountain View
Company Overview
ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.
Director, Customer Success, Communities
Mountain View, CA
Company Overview
ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.
Position Overview
We are seeking an experienced Director of Customer Success, Communities to lead our commercial enterprise accounts and manage a team of 3-5 Customer Success Managers. This role focuses on driving customer success strategies for enterprise clients across various community verticals, ensuring high retention rates, expansion opportunities, and exceptional customer experiences. The ideal candidate will combine hands-on customer management with proven leadership capabilities to scale our communities business.
Key Responsibilities
Team Leadership & Development
- Recruit, hire, onboard, and develop a high-performing team of 3-5 Customer Success Managers
- Provide ongoing coaching, mentorship, and performance management to drive individual and team success
- Establish clear performance metrics, KPIs, and accountability frameworks for the CSM team
- Conduct regular one-on-ones, team meetings, and quarterly business reviews with direct reports
- Foster a collaborative culture focused on customer-centric solutions and continuous improvement
Strategic Account Management
- Personally manage a portfolio of high-value commercial enterprise accounts within the communities vertical
- Develop and execute comprehensive customer success plans aligned with client business objectives
- Drive customer adoption, engagement, and value realization across ID.me's identity verification solutions
- Identify and pursue expansion opportunities, including upsells and cross-sells within existing accounts
- Serve as the primary escalation point for complex customer issues and strategic initiatives
Customer Success Strategy & Operations
- Design and implement scalable customer success processes and methodologies for the communities business
- Collaborate with Sales, Product, Engineering, and Support teams to ensure seamless customer experiences
- Develop customer health scoring models and early warning systems to proactively address at-risk accounts
- Create standardized playbooks for onboarding, adoption, renewal, and expansion activities
- Analyze customer data and feedback to identify trends, opportunities, and areas for improvement
Revenue Growth & Retention
- Own renewal and expansion targets for both personal portfolio and team-managed accounts
- Develop and execute strategies to achieve annual retention rates of 95%+ and net revenue retention of 110%+
- Lead contract negotiations and renewal discussions for enterprise accounts
- Collaborate with Sales on new business opportunities within existing customer organizations
- Maintain accurate forecasting and pipeline management in Salesforce
Cross-Functional Collaboration
- Partner with Product Management to communicate customer needs and influence product roadmap priorities
- Work closely with Engineering teams to ensure technical requirements are met and issues are resolved
- Collaborate with Marketing on customer case studies, references, and advocacy programs
- Support Sales teams with technical expertise during prospect evaluations and demonstrations
Required Qualifications
Experience & Background
- 7+ years of experience in Customer Success, Account Management, or Sales roles within B2B SaaS
- 3+ years of people management experience, leading teams of 3-8 individuals
- Proven track record of consistently meeting or exceeding retention and expansion targets
- Experience managing enterprise accounts with contract values of $100K+ annually
- Background working with community-focused organizations, associations, or membership-based businesses
Skills & Competencies
- Exceptional communication, presentation, and interpersonal skills
- Strong analytical and problem-solving abilities with data-driven decision-making approach
- Excellent project management and organizational skills with ability to manage multiple priorities
- Advanced proficiency in Salesforce, customer success platforms (Gainsight, ChurnZero, etc.), and data analysis tools
- Deep understanding of SaaS metrics including churn, expansion, NPS, and customer lifetime value
- Experience with identity verification, digital authentication, or cybersecurity solutions preferred
Leadership Qualities
- Demonstrated ability to inspire, motivate, and develop high-performing teams
- Strong coaching and mentorship skills with a track record of developing talent
- Strategic thinking with ability to translate vision into actionable plans
- Results-oriented mindset with accountability for both individual and team performance
- Collaborative leadership style with ability to influence across organizational levels
Preferred Qualifications
- Experience at high-growth technology companies or startups
- Background in industries such as healthcare, financial services, government, or professional associations
- Knowledge of compliance frameworks (SOC 2, NIST, GDPR) and enterprise security requirements
- Previous experience with customer advisory boards or user communities
- MBA or relevant advanced degree
- Professional certifications in Customer Success or Account Management
Success Metrics
- Team performance against retention and expansion targets (95%+ gross retention, 110%+ net revenue retention)
- Individual portfolio performance and customer satisfaction scores (NPS 50+)
- Team development metrics including retention, promotion rates, and skill advancement
- Process improvement initiatives and operational efficiency gains
- Cross-functional collaboration effectiveness and customer advocacy generation
The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role.
ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.
The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.
ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.
Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.
ID.me participates in E-Verify.
