Director, Customer Success (Partner Solutions) - B2B2C I APIs I Product Influence

Allstate • Chicago, IL

3d • Remote

About The Position

Allstate Identity Protection (AIP) Formerly InfoArmor, and now a 100% subsidiary and Business Unit of Allstate (since 2019), we are a technology and services company that has led the Identity Protection and Advanced Threat Intelligence pack for 15 plus years. We are committed to making digital life easier, safer, and more rewarding by offering innovative protection against digital fraud, so members can live confidently online. We help leading financial services, fintech, and other partners protect their customers through API and white label identity protection solutions. Our platform drives engagement and revenue for partners while keeping end users safe. Why AIP? If you are passionate about driving customer success and eager to shape product strategy through customer insight, all while working on cutting-edge identity protection technology, we encourage you to apply. Join us and help our partners succeed by making their customers safer and in turn, play a pivotal role in AIP’s growth in the B2B2C space. The Role Directly reporting to our Chief Product Officer, the Director-Customer Success will own end-to-end partner success and influence our product roadmap. This role spans the full customer lifecycle; partnering with sales during pre-sales discovery to align customer needs with AIP’s capabilities and set clear expectations, then owning post sales success across onboarding, integration, adoption, and value realization, blending traditional customer success leadership with hands on technical product ownership.

Requirements

• 7+ years in enterprise customer success, account management, or technical consulting roles managing Enterprise customers or Partners
• Conversationally technical: Comfortable with APIs, SSO (OAuth/SAML) integrations, SDKs, webhooks, and data flows. experience leading customer integrations
• Clear communicator & influencer: Equally effective with C suite and developers; strong at framing business cases and tradeoffs.
• Program/Project rigor: Orchestrates complex implementations; fluent with tools like Salesforce, JIRA, and Confluence.
• Analytical & business savvy: Ability to quantify impact, evaluate tradeoffs (value/risk/effort), and build ROI-based justifications to influence roadmap and prioritization decisions.
• Ownership mindset: Collaborative, adaptable, and proactive.
• High School Diploma/ GED as a minimum education qualification

Nice To Haves

• Related experiences from Identity protection, security, fintech domains and or SaaS organizations
• Experience with B2B2C or partnership-based models (such as serving clients who in turn serve their own customers)
• Experience leading or contributing to software integration projects (especially in fintech, security, or SaaS)
• Bachelor’s degree or equivalent experience in Business, Computer Science, Engineering, or a related field
• Ongoing professional development in areas like Customer Success, Product Management, or Solution Architecture

Responsibilities

• Partner with Sales during pre-sales discovery to understand partner goals, success criteria, and technical constraints; validate feasibility and help shape solution approach and scope.
• Lead partner onboarding launches: Manage integrations from signature to go live; coordinating timelines, stakeholders, testing, and readiness activities for a smooth, on time deployment.
• Drive outcomes post launch: Run regular check ins and QBRs, optimize adoption (enrollment, usage), and proactively identify risks/opportunities for expansion.
• Be the trusted voice of the customer: Capture customer needs and pain points, field questions, triage and prioritize integration issues, coordinate resolution and escalations, translate needs into crisp outcomes, help prioritize the roadmap. and close the loop via better docs, tooling, and processes.
• Operate cross functionally: Partner with Sales/AM on renewals/upsells, Marketing on enablement, product management on prioritizing market needs, and digital product teams on implementation.
• Scale what works: Build playbooks and best practices; mentor peers; keep a pulse on fintech/identity trends to inform customers and product strategy.
• Prioritize customer needs: For capability gaps, document outcomes, quantify customer/market impact, and develop business cases (value, risk, effort, ROI) to inform roadmap and investment decisions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED