Head of Customer Success, Middesk
2-3 days a week in office
Business credit check and verification services
Be an early applicant
Business credit check and verification services
21-100 employees
Be an early applicant
2-3 days a week in office
21-100 employees
Company mission
To accelerate the economy by scaling trust between businesses.
Role
Who you are
- Extensive Post-Sales Leadership: 8+ years of experience leading client-facing post-sales functions, with a strong background in account management
- Proven Talent Development Skills: Demonstrated success in hiring, onboarding, and developing talent within high-growth environments
- Enterprise-Level Expertise: Experience scaling post-sales functions in enterprise-level, sales-led organizations, with a focus on customer satisfaction and growth
- Large Enterprise Relationship Management: A track record of working with large enterprise clients in fintech or financial services, managing complex relationships, and driving strategic influence at senior levels
- Technical Sales Savvy: Background in selling technical solutions with a usage/volume-based model, with the ability to discuss technical details with clients
- Data-Driven Approach: Strong analytical skills, using data to identify upsell and cross-sell opportunities and drive measurable business outcomes
- Cross-Functional Collaboration: Experience working closely with sales, product, and marketing teams to enhance customer engagement and growth
Desirable
- Relevant Industry Experience: Familiarity with data, identity, or risk products, with an understanding of these customer segments' unique needs
- Bonus: MBA or an advanced degree in a related field
What the job involves
- As the Head of Customer Success at Middesk, you will lead the entire post-sales strategy and customer journey
- Your mission is to scale our account management and customer experience teams, delivering best-in-class service across all segments and driving mutual growth for our clients and Middesk
- You'll manage strategic relationships with our largest clients and build scalable engagement models for all customer segments
- This role focuses on maximizing product adoption, fostering revenue growth, implementing scalable processes, and developing a high-performing team
- Drive Adoption and Growth: Develop scalable, customer-centric solutions to increase product usage, adoption, and revenue growth across our customer base
- Build Strategic Relationships: Establish deep, mutually beneficial relationships by understanding clients' business needs and supporting their success with Middesk
- Handle Customer Challenges: Address and de-escalate complex customer issues, turning challenges into opportunities to reinforce trust and commitment to Middesk
- Lead High-Performing Teams: Expand and develop our customer experience and account management teams to deliver industry-leading service across segments
- Collaborate Across Functions: Partner closely with GTM and product teams to ensure a seamless, outstanding customer experience
- Advocate for Customer Needs: Act as a customer advocate, influencing our product roadmap to align with current and future client requirements
- Implement Scalable Processes: Develop and execute efficient systems for post-sales operations, including onboarding, renewals, and support
- Hybrid Work Model: This role requires you to report into our NYC office 2-3 days a week, fostering close collaboration and team synergy while allowing for flexibility on other days
Our take
Middesk helps businesses screen, verify, and run risk and compliance checks on customers and other businesses. The founders developed the business after experiencing first-hand the often laborious process of manual identity verification, a process which has proven a pain point for many businesses historically.
This hands-on experience helped land Middesk seeding from heavyweight investors Sequoia and Accel. The company's focus is on businesses with stringent regulatory risk requirements, with a special focus on businesses involved in financial aspects like credit and payroll. Middesk’s focus on this sector opens them up to a growing, lucrative market as more businesses than ever are demanding services comparable to retail banking, credit unions and community banks.
Testament to the value of their offering is Middesk’s recent partnership with challenger bank tech platform Agora Services. The challenger bank sector is taking off fast too, and if Middesk can establish a strong reputation for servicing this burgeoning industry, they stand to win big.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$57m
SERIES B
Mar 2021
$16m
SERIES A
Total funding: $77.2m
Company benefits
- Healthcare: We take care of you premiums for medical, dental, and vision
- Unlimited PTO: We have an unlimited PTO policy and encourage you actually to use it
- Ownership: We offer a stake in the company to every full-time employee through stock options
- 401(k): We make it easy to save money for retirement
- Parental leave: We offer three months of paid parental leave to any parent
- Hybrid work: We have offices in San Francisco and New York and also offer the ability to work remotely
- Catered lunches: We offer catered lunches on days that you're in the San Francisco or New York office
Company values
- Be customer-first: Stay motivated by solving real customer problems. Make each interaction meaningful and embrace the path to help our customers succeed
- Be an owner: Identify and tackle problems, take pride in your work, and measure impact. When you find an opportunity to improve the status quo, take it on!
- Act with urgency and purpose: Move quickly and simplify. Solve the problems we have today in ways that allow us to move even faster in the future
- Drive results together: Choose teamwork. Share your opinion, ask questions, understand where others are coming from, and move forward as a unified front
- Embrace the journey: Dream big and be open to taking risks. Innovation happens through optimism, positivity, rigorous thinking, and hard work
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Kyle Mack
(Co-Founder & CEO)Previously worked at AnyPerk as an Account Executive and Sales Team Lead, and at Checkr as a Sales Lead, Director of Strategic Sales, and Director of Solutions. They have served as a Scout at Sequoia Capital since 2020.
Kurt Ruppel
(Co-Founder)They studied Cognitive Science at Berkeley before working as a Software Engineer at multiple companies, including Zendesk.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 13 more jobs at Middesk