Director of Customer Success, Vcheck
$140-150k
Offers equity
5 days a week in office
Global due diligence investigations with open-source and human intelligence
Be an early applicant
Global due diligence investigations with open-source and human intelligence
201-500 employees
Be an early applicant
$140-150k
Offers equity
5 days a week in office
201-500 employees
Company mission
To transform the speed, quality, and process by which companies mitigate risk.
Role
Who you are
- We're looking for someone who is passionate about joining a diverse team and is driven to achieve results through ownership, process optimization, and upstanding character
- Bachelor's degree required
- Proven experience in a client-facing leadership role
- Extensive management experience, with a track record of building and leading high-performing teams
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and diligence
- Strong analytical and critical thinking skills
- Strong supervisory and leadership skills
- Proficient with Microsoft Office Suite or related software
- While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard
- Specific vision abilities required by this job include close vision requirements due to computer work
What the job involves
- The Director of Customer Success will lead and oversee all aspects of the organization's customer service policies, objectives, and initiatives
- This role has full responsibility for the direct oversight of all client-facing operations, including client order management, customer success initiatives, customer support, client-facing communication, customer advocacy, and the overall performance of these teams
- As a key leader, this individual will be responsible for external customer engagement practices and will often function as the face of Vcheck, frequently in partnership with the Sales organization
- The Director will develop and implement service level standards focused on optimizing response times, minimizing customer back-and-forth, and ensuring high customer satisfaction in order processing, report delivery, and overall support
- They will establish policies and procedures that ensure high-quality customer service delivery and reflect industry best practices
- Implement systems for capturing service metrics, customer feedback, and product issues
- Utilize historical data for informed decision-making and optimizing team performance
- Advise on and communicate best customer service practices
- Educate customers on optimal product use and value
- Align customer service initiatives with overall business goals
- Lead customer onboarding and create seamless customer experiences
- Develop strategies, budgets, policies, and procedures for customer success
- Manage and develop the customer success team, ensuring consistent service delivery and professional growth
- Develop and implement training programs for new and existing customer service team members
- Identify and recommend technology and policy updates to improve service and retention
- Identify process improvements to enhance business efficiency and growth
- Act as a liaison between customer service and other departments, fostering collaboration
- Manage escalated issues and partner cross-functionally to resolve root causes
- Maintain team performance against internal KPI metrics and ensure accountability
Our take
Vcheck is a global leader in due diligence investigations, helping businesses uncover risks and make informed decisions. It specialises in open-source and human intelligence and with over 3,000 clients in over 140 countries, it's no surprise the company conducts tens of thousands of investigations annually.
By blending AI technology with expert analytics, Vcheck's approach reduces false positives by 87%, making investigations faster and more accurate. Its continuous monitoring system makes sure businesses stay on top of potential risks, while its services range from pre-investment due diligence to identity verification, making it a trusted partner across a range of industries.
Founded in 2012, Vcheck has become a recognized leader, earning a spot in the INC 5000 list five times and recently being shortlisted for Due Diligence Firm of the Year. This success, combined with its continued growth, puts the company in a very good position for the future.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Comprehensive healthcare: Including Health, Dental, Vision, Life Insurance, HSA/FSA, and Disability
- NYC Office: Fully stocked kitchen, healthy breakfast options, weekly catered lunches, volunteer days, happy hours, and a pet-friendly office
- Equity, 401(k) plan & matching, and more
- Professional development: Access resources to grow in your role, like our development program for first-time managers
- Wellness: Generous PTO and paid holidays, yearly wellness stipend
- Stay informed: Receive a home office stipend to set up your workspace. Remote employees receive internet & cellphone reimbursement
- Parental Leave: All Vcheck employees are eligible for up to sixteen weeks of paid time off to care for their newborn, adopted child, or foster child
- Connections: Quarterly remote team events, community & interest groups
- Collaborative & Inclusive Culture: Here, every voice is heard, and collaboration is key to driving innovation and success
- Work-Life Balance: Enjoy flexible working hours, remote work options, and competitive vacation time
Company values
- Ambition
- Ownership
- Always Optimizing
Company HQ
Chelsea, New York, NY
Articles
Leadership
Lyndee Fletcher
(CEO)Lyndee has over 8 years of experience in the Public Record and Reputational Due Diligence industry. Joining Vcheck as it's 6th hire in 2016, they have worked in a number of roles, including VP of Corporate Development and COO before becoming CEO in 2025.
Micah Ellise
(CRO)Micah initially joined Vcheck as the VP of Sales in 2021 and became CRO in 2022. Previously they worked as a Director of Sales at IHS Markit and as an Enterprise Account Executive at Mixpanel and ON24.
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