Director, Professional Services

Role Overview

• Lead and develop the Professional Services team, including Onboarding Managers and Implementation Managers
• Own the end-to-end customer onboarding journey from contract signature to go-live to Time to Value
• Define and enforce onboarding milestones, go-live criteria, and adoption expectations
• Build and maintain the customer onboarding and implementation project plan framework
• Drive integration quality, including API/SDK integration support, sandbox testing, workflow configuration, and pre-launch checklisting
• Lead the transition from onboarding to the ongoing CSM relationship, ensuring no context is lost and no customer feels the seam
• Own the business outcomes scorecard, aligning customer success criteria from day one and tracking attainment through the lifecycle
• Manage and grow Jumio’s billable services portfolio, including health checks, technical advisory engagements, TAM retainers, and professional services packages
• Define service tiers, scope, pricing, and delivery standards for all post-sale professional services offerings
• Partner with the CSM and Account Management teams to position and sell services as part of renewal and expansion conversations
• Build the capacity model to ensure the team can scale services delivery without compromising quality
• Lead the Customer Success Operations function and the person and systems infrastructure that enables post-sale teams to operate efficiently and with insight
• Own the implementation and ongoing optimization of Jumio’s Customer Success platform, including health scoring, lifecycle automation, reporting, and integrations
• Own the implementation of Customer Success Agents to drive efficiency and outcomes across the customer base
• Build and maintain the customer health score model, including defining inputs, weighting signals, and ensuring the output is actionable for CSMs and Account Managers
• Design and deliver the Customer Success reporting pack, including weekly operational health, at-risk dashboards, and executive/board-level retention metrics
• Lead program and project management for cross-functional Customer Success initiatives, including customer journey mapping, playbook design, and technology rollouts
• Own tooling strategy across the post-sale stack, including the Customer Success platform, Gong, SFDC integration, and adjacent tools
• Drive Gong adoption and compliance, ensuring every customer interaction is captured, accessible, and informing decision-making
• Build and maintain playbooks for QBRs, escalations and at-risk accounts, onboarding, expansion, and renewal handoff

Requirements

• 7+ years of experience in Customer Success or a combined post-sale leadership role at a B2B SaaS company
• Proven track record leading customer onboarding and implementation at scale, including driving Time to Value improvements with measurable results
• Hands-on experience implementing and optimizing Customer Success platforms such as Planhat, Gainsight, Totango, or equivalent
• Strong program and project management skills, with the ability to run multiple workstreams simultaneously without losing rigor
• Experience building health score models and at-risk reporting that drives action
• Excellent cross-functional collaboration skills, with close partnership across Customer Success, Account Management, Product, and Engineering
• Data-driven mindset, with the ability to make decisions with evidence and build systems that make evidence easy to find
• Builder mentality, with energy for building from a low base rather than maintaining a mature machine
• Experience in identity verification, KYC/AML, fraud prevention, or adjacent fintech/regtech is a plus
• Familiarity with Jumio’s technical stack, including API/SDK integrations, verification workflows, and biometric products is a plus
• Experience managing a billable professional services P&L is a plus
• Prior experience in a PE-backed or high-growth transformation environment is a plus

Tech Stack

• SFDC

Benefits

• Excellent benefits, including medical and dental insurance
• health and wellness
• peer recognition
• flexible time off
• 401K match