Director, Customer Success (Partner Solutions) - B2B2C

Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat. 

Formal Business title: Director, Customer Success (Partner Solutions) 

Allstate Identity Protection (AIP)

• Formerly  InfoArmor, and now a 100% subsidiary and Business Unit of Allstate (since 2019), we are a technology and services company that has led the Identity Protection and Advanced Threat Intelligence pack for 15 plus years. We are committed to making digital life easier, safer, and more rewarding by offering innovative protection against digital fraud, so members can live confidently online.

• We help leading financial services, fintech, and other partners protect their customers through API and white label identity protection solutions. Our platform drives engagement and revenue for partners while keeping end users safe.

Why AIP?

• If you are passionate about driving customer success and eager to shape product strategy through customer insight, all while working on cutting-edge identity protection technology, we encourage you to apply. Join us and help our partners succeed by making their customers safer and in turn, play a pivotal role in AIP’s growth in the B2B2C space.

The Role

• Directly reporting to our Chief Product Officer, the Director-Customer Success will own end-to-end partner success and influence our product roadmap.

• This role spans the full customer lifecycle; partnering with sales during pre-sales discovery to align customer needs with AIP’s capabilities and set clear expectations, then owning post sales success across onboarding, integration, adoption, and value realization, blending traditional customer success leadership with hands on technical product ownership.

What You’ll Do

• Partner with Sales during pre-sales discovery to understand partner goals, success criteria, and technical constraints; validate feasibility and help shape solution approach and scope.

• Lead partner onboarding launches: Manage integrations from signature to go live; coordinating timelines, stakeholders, testing, and readiness activities for a smooth, on time deployment.

• Drive outcomes post launch: Run regular check ins and QBRs, optimize adoption (enrollment, usage), and proactively identify risks/opportunities for expansion.

• Be the trusted voice of the customer: Capture customer needs and pain points, field questions, triage and prioritize integration issues, coordinate resolution and escalations, translate needs into crisp outcomes, help prioritize the roadmap. and close the loop via better docs, tooling, and processes.

• Operate cross functionally: Partner with Sales/AM on renewals/upsells, Marketing on enablement, product management on prioritizing market needs, and digital product teams on implementation.

• Scale what works: Build playbooks and best practices; mentor peers; keep a pulse on fintech/identity trends to inform customers and product strategy.

• Prioritize customer needs: For capability gaps, document outcomes, quantify customer/market impact, and develop business cases (value, risk, effort, ROI) to inform roadmap and investment decisions.

How We’ll Measure Success (First 6–12 Months)

• Customer satisfaction & retention: Strong NPS/CSAT and renewals across your portfolio.

• Seamless launches & adoption: On time integrations that meet activation/usage targets.

• Roadmap impact: Meaningful, scalable features and functionality that originate from your customers’ needs are implemented.

• Internal alignment: Faster escalations, clear requirements, and positive feedback from Product/Engineering.

What You’ll Bring (required qualifications)

• 7+ years in enterprise customer success, account management, or technical consulting roles managing Enterprise customers or Partners

• Conversationally technical: Comfortable with APIs, SSO (OAuth/SAML) integrations, SDKs, webhooks, and data flows. experience leading customer integrations

• Clear communicator & influencer: Equally effective with C suite and developers; strong at framing business cases and tradeoffs.

• Program/Project rigor: Orchestrates complex implementations; fluent with tools like Salesforce, JIRA, and Confluence.

• Analytical & business savvy: Ability to quantify impact, evaluate tradeoffs (value/risk/effort), and build ROI-based justifications to influence roadmap and prioritization decisions.

• Ownership mindset: Collaborative, adaptable, and proactive.

• High School Diploma/ GED as a minimum education qualification

Preferred skills and experiences:

• Related experiences from Identity protection, security, fintech domains and or SaaS organizations

• Experience with B2B2C or partnership-based models (such as serving clients who in turn serve their own customers)

• Experience leading or contributing to software integration projects (especially in fintech, security, or SaaS)

• Bachelor’s degree or equivalent experience in Business, Computer Science, Engineering, or a related field

• Ongoing professional development in areas like Customer Success, Product Management, or Solution Architecture

Compensation & benefits:

• AIP’s base annual salary range for this specific role is between $150,000 and $190,000, DOE and other related factors.

• This role is eligible for up to 20% annual performance bonus

• Benefits: Please visit www.allstategoodlife.com to review specific benefits information

AIP2024

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

We are Allstate Identity Protection (formerly, InfoArmor), a wholly owned subsidiary of The Allstate Corporation. We go beyond the typical identity theft protection! Our Allstate Digital Footprint™, identity theft and credit monitoring services, fraud remediation and restoration services help our subscribers safeguard their personal information, data they share online, and the relationships they treasure.

Employment Criteria: The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen

Work Environment: Except for our Customer Care roles which necessitates onsite work, most other roles are remote. AIP is a remote-first company; however, our roles are open to in-office or flex work if you live in a city with a physical office location

Physical Demands: We primarily collaborate with our colleagues through virtual meetings and office collaboration tools. Employees will have to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery, as necessary. Employees must be able to remain stationary for extended periods and must be able to observe and interpret written and/or verbal communication.

Additional Information: AIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, AIP will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Please let us know if you need a reasonable accommodation.

AIP uses the E-Verify employment verification program.