Director, Customer Engagement and Innovation

Location
: Remote

Reports to
: Vice President, Customer Experience

Travel
: Up to 20 - 25%

About SteadyIQ
SteadyIQ is transforming how eligibility verification works for public benefits programs. Building on our roots in income verification, SteadyIQ has evolved into a broader platform to support seamless, unified verification experiences across programs, data sources, and user journeys.

Our secure, user-consented approach enables agencies to access accurate, real-time information—reducing administrative burden, improving program integrity, and creating a more intuitive experience for the people they serve.

The Role
SteadyIQ is seeking a
Director, Customer Engagement and Innovation
to own the complete customer journey post-contract signing. This person will work in partnership with the program discovery team to collaborate on successful design, onboarding, and management of state deployments and to translate customer insights into product and business improvements.

This person plays a pivotal role ensuring SteadyIQ delivers value that results in retention and expansion with our customers. The role also serves as a critical bridge between go-to-market, customer experience, and product strategy—ensuring that what we build works in the real world, for both agencies and the individuals they serve.

This is a hands-on, high-ownership role without direct reports. The Director will lead through influence, working cross-functionally and collaboratively to drive customer success, surface insights, and shape strategy.

Applications will be reviewed on a rolling basis, and we encourage early submissions as we aim to move quickly through the hiring process.What You’ll OwnCustomer Success Excellence (Primary Focus)
• Lead customer relationship throughout state implementations—bringing together technical, go-to-market, and product inputs from onboarding through ongoing optimization
• Partner directly with state agencies to align SteadyIQ solutions with operational processes, policy requirements, and user needs
• In partnership with SteadyIQ’s project management resources, design and refine scalable implementation frameworks, playbooks, and workflows
• Anticipate and resolve implementation risks, driving toward strong adoption, satisfaction, and long-term retention
• Serve as the accountable point of coordination across internal teams to ensure delivery excellence
• Lead regular cadenced business reviews (e.g. Quarterly Business Reviews) with goal of collecting feedback, review product enhancements and delighting the customer

Thought Leadership and Market Engagement
• Represent SteadyIQ at industry conferences, convenings, and events as a credible voice in the public benefits space
• Contribute to positioning SteadyIQ as a thought leader through speaking engagements, webinars, and written content
• Engage with state leaders, national organizations, and ecosystem partners to shape dialogue on eligibility, verification, and user experience
• Bring market insights and emerging trends back into SteadyIQ to inform strategy across product, customer success, and go-to-market

Product Insight & Customer Advocacy
• Design and lead structured feedback loops with state partners and end users (e.g., customer advisory groups), ensuring insights consistently inform product, implementation, and go-to-market strategy
• Translate implementation learnings into clear, actionable product feedback and strategic recommendations
• Partner with Product to influence roadmap priorities based on real-world needs and friction points
• Support piloting, testing, and iteration of new features with state partners

Go-To-Market & Growth Enablement
• Provide implementation-informed insights to strengthen sales messaging, demos, and solution design
• Support business development efforts with subject matter expertise and credibility
• Identify opportunities for account expansion and contribute to retention strategies
• Inform proposals and pricing approaches based on implementation realities
• Identify and share success metrics that validate the ROI and impact of SteadyIQ’s solutions

What Success Looks Like
• State partners implement and adopt SteadyIQ successfully, with strong satisfaction and retention
• Implementation processes become more repeatable, scalable, and efficient over time
• Product decisions are consistently informed by real-world usage and customer insight
• Strong alignment exists across Product, Customer Success, and Go-To-Market teams
• Expansion opportunities are identified and supported through effective delivery