Director, Professional Services

Jumio

6d•$177,405 - $196,493

About The Position

As the Director, Professional Services & Customer Success Operations, you will lead two critical functions that directly impact revenue retention and customer outcomes. This role owns the end-to-end customer onboarding and implementation motion, helping customers get live, driving Time to Value, and building the systems and discipline that turn new logos into long-term, expanding accounts. Alongside this, the Director will lead the Customer Success Operations function, building the infrastructure, tooling, reporting, and programmatic rigor that allows the entire post-sale team to operate at its best. This is a high-impact, high-visibility role for someone who combines operational excellence with a genuine passion for customer outcomes. The Director, Professional Services & Customer Success Operations will help improve onboarding, implementation quality, customer health visibility, operational reporting, and post-sale execution across Jumio. This role will work closely with CSMs, Onboarding and Implementation Managers, Account Managers, Marketing, Product, and Engineering to ensure customers achieve their intended outcomes and that the post-sale organization has the systems, playbooks, and insights needed to operate efficiently.

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

Nice To Haves

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

Responsibilities

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