We’re looking for a leader who is equal parts coach, operator, and analyst — someone who will build a high-performing Customer Success team while going deep into the data to lift customer outcomes. You’ll own the levers that matter most to our customers: verification pass rates, time-to-value, and proactive service. You find problems before customers do, and you build the automation and tooling that stops them from happening again.
Deeply analytical — comfortable interrogating raw data (SQL, BI tools, or equivalent) to diagnose performance issues such as pass-rate degradation, and to prove the impact of changes
A natural problem solver — you get to root cause fast, whether the issue is technical, process, or people
Technically credible — able to hold your own in conversations about APIs, integrations, and data flows with customer engineering teams
An automation mindset — you instinctively ask “why is a human doing this?” and act on the answer
Strong operational and process design capability — you build structure where there is none
Excellent stakeholder management, from C-suite to junior team members
Comfortable with ambiguity and able to drive outcomes in a fast-moving environment
Data-driven approach to customer health, churn risk, and team performance
Experience managing or collaborating with offshore teams is a plus
