Director, Professional Services

Role Purpose:

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.

Role Value:

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.

Example 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, acc…