Telesign
Telesign exists to make the digital world a more trustworthy place for everyone.
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Director of Customer Success, Americas

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Locations: AZ, CA, CO, DC, FL, GA, IL, MD, MI, MN, NC, NJ, NV, NY, OR, PA, TN, TX, UT, VA, WA, WI
TeleSign is a cloud communications company that is redefining the way the largest brands in the world protect, connect, and engage with their users. With an innovative suite of APIs, enhanced by data intelligence and Machine Learning, TeleSign delivers communication, verification and Mobile Identity solutions that have been used by almost everyone around the world. In business for more than a decade, profitable and located in the heart of Silicon Beach with panoramic views of the ocean and Hollywood sign, there is no better place to evolve and grow your career.
The Director, Customer Success- America's will oversee the America's customer success team, dedicated to ensuring customer satisfaction for our customers and partners. The leader's focus will be to build a world class customer success team proficient in account management, implementation, reducing churn and driving customer growth. The team is responsible for onboarding and assisting customers integrating TeleSign services while driving the realization of revenue for the company. The team is also responsible for on-going account management, defining customer best practices, ensuring customer satisfaction, and identifying potential up-sell opportunities and use cases.
The Director, Customer Success- America's will be responsible for developing and executing on internal and external processes for supporting customers and partners, working closely with CS Managers on improving and streamlining the overall department success on a regional basis. Occasional representation direct with key strategic customers and partners will also be part of this role, representing senior leadership and visibility direct to the customer. Responsible for the day-to-day operations of the Customer Success organization.
The Director will work across all internal TeleSign groups including Sales, Pre-Sales, Technical Support, PM, Development, Fraud Services and Operations. The role will focus on internal and external tools needed for customer success management, making recommendations, and defining requirements as needed.
Essential Functions
Oversee and represent a best-in-class Customer Success organization:

  • Work closely with the Customer Success Managers, responsible for proactive customer and partner communication as required.
  • Oversee the launch of new customers and partners as rapidly, reporting out on status and revenue pipeline and forecast. Ensure new launches go as smoothly as possible to realize the potential revenue opportunity of the company.
  • Develop requirements for additional tools and processes
  • A point of escalation for Enterprise customers and partners as needed.


Essential Requirements

  • 3-5 years of Customer Success experience managing a Customer Success Management team, supporting, and managing strategic Customer and Partner relationships, preferably in a mission-critical software or software as a service (SAAS) environment.
  • Experience managing a Customer Success team including hiring and training team members, overseeing and ensuring cross-departmental processes, quarterly reviews, weekly one on ones, etc.
  • Experience with cross-group collaboration at a senior level across Technical Support, Development, Operations, PM, and other internal organizations.
  • Strong analytical skills, with ability to identify service-wide potential issues, troubleshooting in a fast-paced and multi-faceted environment, and experience developing customer-facing messaging.
  • Strong ability to prioritize and multi-task in a fast-paced environment.
  • Excellent verbal, written, presentation, and project management skills
  • Experience using Microsoft Office, ticketing & CRM systems, and audio and web conferencing (Skype, Webex, GoToMeeting, LiveMeeting/Lync etc). Experience with Salesforce, JIRA and Kayako a plus.
  • Occasional availability during non-business hours for critical customer emergencies and escalation will be required.


About TeleSign:TeleSign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today's unique customer challenges by bridging businesses to the complex world of global telecommunications.
Our global team consists of the best and the brightest in the industry and we treat them as such. We provide a variety of excellent benefits ranging from the standard: 401(k) matching, free lunches, generous PTO, and flexible schedules to the not so standard: quarterly performance bonuses, in-house massages, our state of the art office with panoramic views of the marina and hills, and so much more! ;)
TeleSign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.
TeleSign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
TeleSign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.
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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Boise, ID
Buffalo, NY
Charlotte, NC
Chicago, IL
Colorado, CO
Dallas-Fort Worth, TX
Dayton, OH
Detroit, MI
Greensboro, NC
Hampton Roads, VA
Houston, TX
Huntsville, AL
Jacksonville, FL
Las Vegas, NV
Los Angeles, CA
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New York City, NY
Ogden, UT
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, OR
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Washington DC
Wilmington, NC

What are Telesign Perks + Benefits

Telesign Benefits Overview

Telesign’s global HQ is located just steps from the beach and provides breathtaking views of the Pacific Ocean, Santa Monica Mountains and the Hollywood sign. Perks include a collaborative environment with a flexible work schedule and flexible PTO. Telesign provides its employees the chance to grow their career at the cutting edge of digital identity at one of Silicon Beach’s fastest growing tech companies.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Summer hours
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available

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