ID.me
SVP Customer Success
ID.me, Mountain View, California, us, 94039
Company Overview
ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states, and over 600 corporations for secure identity proofing and verification.
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. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.
ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies, and Wall Street Journal’s Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.
At ID.me, our mission is to leave no identity behind. We are looking to hire a Senior Vice President (SVP) of Customer Success who will play an important role in delivering an outstanding customer experience by eliminating obstacles to usage and adoption, thus improving value delivery to our customers. Reporting directly to the Chief Revenue Officer, this executive will lead and mentor a rapidly growing Customer Success team, promote a customer-centric focus, and drive our growth and scale strategy. The SVP will work hand in hand with their team and will partner with cross-functional groups to devise innovative solutions, resulting in tangible outcomes measured by NRR and Health Score.
What You Will Do:
Leadership: Meet the Customer Success Managers where they are, and bring them on this maturity journey to more executive, business and commercially minded activities while removing account friction to adoption, mastering onboarding processes, driving timely escalation of process breakdowns with urgency, and overseeing the onboarding, enablement, and skill set development.Organizational Design: Recruit experienced leaders, attract high-potential individual contributors, cultivate collaboration within the team and across the customer lifecycle, and encourage continuous learning and customer and business impact from the team.Customer Success Outcomes: Own and drive the renewals forecast and execution for our current customer base. Specifically, retaining our base and expanding our revenue through cross-sell and up-sell (NRR), influence future lifetime value through higher product adoption, customer happiness, and overall health scores (Account Health Score), and drive new business growth through greater advocacy and reference-ability (NPS).Customer Relationship Management: Build and continuously develop executive relationships across our most strategic accounts, helping close deals, guide their vision utilizing our platform and technology, and resolve significant issues.Customer Retention: Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals (adoption, retention, engagement) and map to context of Customer Outcomes Journey team value and use cases, focusing on expansion and upselling opportunities.Product Knowledge: Become a product champion and use this knowledge to guide our engagement methodology (touchpoint plan by segment and playbooks) and customers towards their desired outcomes. This leader will outline our adoption and consumption strategy for how we scale to drive these critical metrics.Cross-functional Collaboration: Partner and lead communication with the Sales, Marketing, Product, Finance, and Executive teams to build a customer-first experience, acting as an active account strategy leader through programmatic execution of well-defined Customer Success strategies.Performance Monitoring: Meet or exceed performance goals, regularly monitor customer health scores, deliver high ROI, identify churn risk, and implement proactive measures to mitigate. Establish robust operational metrics that provide insights into customer engagement and team performance, including regular team skill assessment and enablement methods to address gaps and grow individual potential.Thought Leadership: Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards.What You Bring to the Role:
15+ years of management experience in Customer Success for a B2B tech, SaaS or enterprise software business.Experience running a geographically dispersed Customer Success organization for a portfolio of commercial enterprise, federal, state, and local government SaaS products with a breadth of exposure to a variety of customer needs.Experience building out both an enterprise, high touch, and low touch customer success motion AND an innovative customer success practice for the downmarket, leveraging data, insights and technology to scale.Excellent collaborative leadership, business development, communication (verbal, written and presentation), and interpersonal skills with an aptitude for building strong relationships and culture across all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite.Demonstrated results in balancing both the strategic–innovative transformation needed–as we drive upmarket while continuing to implement magnificently and “run the business” to drive near-term results, meeting/exceeding our GRR and NRR goals.A “data-driven” executive, with strong analytical skills with an aptitude for translating quantitative and qualitative data to derive actionable insights and drive continuous improvement in our customer success practice and results.Experience with change management and business optimization improvement initiatives.Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations.Demonstrated ability to design and implement processes.Proven ability to succeed in a fast-paced, dynamic and high growth technology environment.Ability to travel for work, always with purpose.Compensation and Benefits:
The annual base salary listed below for this role is based on experience, skills, education, relevant training and geographic location. Company bonus, incentive for sales roles, equity, and benefits are available depending on the 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.
U.S. Pay Range:
$214,000—$250,000 USD
Sunnyvale & Mountain View, CA Pay Range:
$256,800—$300,000 USD
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.#J-18808-Ljbffr
ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states, and over 600 corporations for secure identity proofing and verification.
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. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.
ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies, and Wall Street Journal’s Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.
At ID.me, our mission is to leave no identity behind. We are looking to hire a Senior Vice President (SVP) of Customer Success who will play an important role in delivering an outstanding customer experience by eliminating obstacles to usage and adoption, thus improving value delivery to our customers. Reporting directly to the Chief Revenue Officer, this executive will lead and mentor a rapidly growing Customer Success team, promote a customer-centric focus, and drive our growth and scale strategy. The SVP will work hand in hand with their team and will partner with cross-functional groups to devise innovative solutions, resulting in tangible outcomes measured by NRR and Health Score.
What You Will Do:
Leadership: Meet the Customer Success Managers where they are, and bring them on this maturity journey to more executive, business and commercially minded activities while removing account friction to adoption, mastering onboarding processes, driving timely escalation of process breakdowns with urgency, and overseeing the onboarding, enablement, and skill set development.Organizational Design: Recruit experienced leaders, attract high-potential individual contributors, cultivate collaboration within the team and across the customer lifecycle, and encourage continuous learning and customer and business impact from the team.Customer Success Outcomes: Own and drive the renewals forecast and execution for our current customer base. Specifically, retaining our base and expanding our revenue through cross-sell and up-sell (NRR), influence future lifetime value through higher product adoption, customer happiness, and overall health scores (Account Health Score), and drive new business growth through greater advocacy and reference-ability (NPS).Customer Relationship Management: Build and continuously develop executive relationships across our most strategic accounts, helping close deals, guide their vision utilizing our platform and technology, and resolve significant issues.Customer Retention: Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals (adoption, retention, engagement) and map to context of Customer Outcomes Journey team value and use cases, focusing on expansion and upselling opportunities.Product Knowledge: Become a product champion and use this knowledge to guide our engagement methodology (touchpoint plan by segment and playbooks) and customers towards their desired outcomes. This leader will outline our adoption and consumption strategy for how we scale to drive these critical metrics.Cross-functional Collaboration: Partner and lead communication with the Sales, Marketing, Product, Finance, and Executive teams to build a customer-first experience, acting as an active account strategy leader through programmatic execution of well-defined Customer Success strategies.Performance Monitoring: Meet or exceed performance goals, regularly monitor customer health scores, deliver high ROI, identify churn risk, and implement proactive measures to mitigate. Establish robust operational metrics that provide insights into customer engagement and team performance, including regular team skill assessment and enablement methods to address gaps and grow individual potential.Thought Leadership: Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards.What You Bring to the Role:
15+ years of management experience in Customer Success for a B2B tech, SaaS or enterprise software business.Experience running a geographically dispersed Customer Success organization for a portfolio of commercial enterprise, federal, state, and local government SaaS products with a breadth of exposure to a variety of customer needs.Experience building out both an enterprise, high touch, and low touch customer success motion AND an innovative customer success practice for the downmarket, leveraging data, insights and technology to scale.Excellent collaborative leadership, business development, communication (verbal, written and presentation), and interpersonal skills with an aptitude for building strong relationships and culture across all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite.Demonstrated results in balancing both the strategic–innovative transformation needed–as we drive upmarket while continuing to implement magnificently and “run the business” to drive near-term results, meeting/exceeding our GRR and NRR goals.A “data-driven” executive, with strong analytical skills with an aptitude for translating quantitative and qualitative data to derive actionable insights and drive continuous improvement in our customer success practice and results.Experience with change management and business optimization improvement initiatives.Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations.Demonstrated ability to design and implement processes.Proven ability to succeed in a fast-paced, dynamic and high growth technology environment.Ability to travel for work, always with purpose.Compensation and Benefits:
The annual base salary listed below for this role is based on experience, skills, education, relevant training and geographic location. Company bonus, incentive for sales roles, equity, and benefits are available depending on the 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.
U.S. Pay Range:
$214,000—$250,000 USD
Sunnyvale & Mountain View, CA Pay Range:
$256,800—$300,000 USD
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.#J-18808-Ljbffr