Head of Customer Success

About Middesk

Founded in 2018, Middesk is redefining business identity verification, transforming a traditionally manual process into a modern, digital solution. Our platform delivers accurate, timely data, enabling financial institutions and fintechs to onboard businesses faster and with confidence. Backed by Y Combinator, Sequoia Capital, and Accel Partners-and recognized on the Forbes Fintech 50 List-Middesk is setting a new industry standard.

The Role: Head of Customer Success

As the Head of Customer Success at Middesk, you will lead the entire post-sales strategy and customer journey. Your mission is to scale our account management and customer experience teams, delivering best-in-class service across all segments and driving mutual growth for our clients and Middesk. You'll manage strategic relationships with our largest clients and build scalable engagement models for all customer segments. This role focuses on maximizing product adoption, fostering revenue growth, implementing scalable processes, and developing a high-performing team.

What You'll Do:

• Drive Adoption and Growth: Develop scalable, customer-centric solutions to increase product usage, adoption, and revenue growth across our customer base.
• Build Strategic Relationships: Establish deep, mutually beneficial relationships by understanding clients' business needs and supporting their success with Middesk.
• Handle Customer Challenges: Address and de-escalate complex customer issues, turning challenges into opportunities to reinforce trust and commitment to Middesk.
• Lead High-Performing Teams: Expand and develop our customer experience and account management teams to deliver industry-leading service across segments.
• Collaborate Across Functions: Partner closely with GTM and product teams to ensure a seamless, outstanding customer experience.
• Advocate for Customer Needs: Act as a customer advocate, influencing our product roadmap to align with current and future client requirements.
• Implement Scalable Processes: Develop and execute efficient systems for post-sales operations, including onboarding, renewals, and support.
• Hybrid Work Model: This role requires you to report into our NYC office 2-3 days a week, fostering close collaboration and team synergy while allowing for flexibility on other days.

What We're Looking For:

• Extensive Post-Sales Leadership: 8+ years of experience leading client-facing post-sales functions, with a strong background in account management.
• Proven Talent Development Skills: Demonstrated success in hiring, onboarding, and developing talent within high-growth environments.
• Enterprise-Level Expertise: Experience scaling post-sales functions in enterprise-level, sales-led organizations, with a focus on customer satisfaction and growth.
• Large Enterprise Relationship Management: A track record of working with large enterprise clients in fintech or financial services, managing complex relationships, and driving strategic influence at senior levels.
• Technical Sales Savvy: Background in selling technical solutions with a usage/volume-based model, with the ability to discuss technical details with clients.
• Data-Driven Approach: Strong analytical skills, using data to identify upsell and cross-sell opportunities and drive measurable business outcomes.
• Cross-Functional Collaboration: Experience working closely with sales, product, and marketing teams to enhance customer engagement and growth.

Nice to Have:

• Relevant Industry Experience: Familiarity with data, identity, or risk products, with an understanding of these customer segments' unique needs.
• Bonus: MBA or an advanced degree in a related field.