Full-Time

Senior Director of Customer Success

Confirmed live in the last 24 hours

CertifID

CertifID

51-200 employees

Prevents wire fraud in real estate transactions

Fintech
Real Estate

Senior

Remote in USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Data Analysis
Requirements
  • 4+ years of experience at the Director level in customer success, with a strong track record of building, coaching, and leading high-performing teams focused on growth and development. Preferably in a SaaS or software company
  • Demonstrated ability to set high standards, define clear goals, and deliver impactful results aligned with company objectives
  • Deep understanding of Customer Success metrics (e.g., NPS, CSAT) and a passion for putting customers first
  • Skilled in utilizing CRM platforms to drive customer health scoring, journey mapping, and data analytics
  • Exceptional communication and collaboration skills to work effectively across cross-functional teams e.g. Sales, Product, and Account Management teams
  • Critical thinker with the ability to identify challenges, propose solutions, and take decisive action
  • Adaptable, innovative, and intrinsically motivated to drive results in a fast-paced environment
  • Gracefully manage multiple, concurrent projects and are able to effectively balance time between critical short-term issues and longer term strategic goals
  • Foster a culture of collaboration and continuous learning within the team to ensure they can adapt to evolving customer needs
  • Open to feedback, eager to learn, and adaptable, with a strong willingness to grow and improve in both individual and team capacities
Responsibilities
  • Develop and implement standardized engagement models across all customer segments, ensuring clarity for both customers and internal teams regarding deliverables
  • Establish clear objectives and performance expectations for the Customer Success team. Foster a culture of accountability, high performance, and continuous learning
  • Create, implement, and refine best practices, playbooks, and processes to ensure consistency and scalability as our offerings expand. Continuously identify areas for improvement to enhance efficiency and effectiveness
  • Develop and implement strategies to maximize product adoption, identify opportunities for growth, and ensure customers consistently achieve their desired outcomes
  • Strengthen the partnership between the Customer Success team and the newly established Account Management team to drive synergies and optimize client outcomes

CertifID focuses on preventing wire fraud in real estate transactions by providing a digital platform that ensures secure fund transfers. The platform validates the identities of all parties involved in a transaction and securely shares wiring information, which helps reduce the risk of fraud and streamline operations for real estate professionals. Unlike its competitors, CertifID emphasizes user-friendliness and integration into existing workflows, allowing clients to regain confidence in their transactions. The company's goal is to protect all parties in real estate deals from wire fraud, ensuring that their funds are safe and secure.

Company Stage

Series B

Total Funding

$32.6M

Headquarters

Grand Rapids, Michigan

Founded

2017

Growth & Insights
Headcount

6 month growth

17%

1 year growth

37%

2 year growth

92%
Simplify Jobs

Simplify's Take

What believers are saying

  • CertifID secured $20M in Series B funding to expand fraud prevention products.
  • Partnership with Old Republic Title enhances CertifID's position in mortgage payoff fraud protection.
  • Increased digital closing solutions adoption boosts demand for CertifID's secure wire transfer services.

What critics are saying

  • Emerging fintech competitors may erode CertifID's market share.
  • Rapid evolution of fraud tactics challenges CertifID's current detection methods.
  • Dependency on title company partnerships exposes CertifID to financial instability risks.

What makes CertifID unique

  • CertifID offers up to $1M in direct insurance coverage per wire transfer.
  • The company uses advanced digital device verification and multi-factor authentication technologies.
  • CertifID partners with federal law enforcement for fraud recovery, doubling industry recovery rates.

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