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 Own

Customer 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
• Build first-class Customer relationships so that they’re excited to share their experiences with other prospective-Customers
  
  

Qualifications

• 7–12 years of experience in govtech, public sector consulting, SaaS implementation, or product-adjacent roles
• Experience working with state or local government, preferably in public benefits programs (especially experience with SNAP and/or Medicaid)
• Demonstrated success leading complex implementations or owning customer outcomes in technology and process redesign
• Proven ability to translate customer needs into product and operational improvements
• Exceptional stakeholder management skills, with experience influencing across teams without direct authority
• Strong program design and problem-solving capabilities
• Comfort operating in a fast-paced, evolving environment with a high degree of ownership
  
  

Why This Role Matters

This role is central to how SteadyIQ delivers value. By ensuring that customer relationships and implementations succeed in real-world environments—and that those insights shape product and strategy—you will directly influence both customer impact and company growth.

Total Compensation Package

• The base salary range for this position is $140,000 - $175,000.
• Performance-based bonus tied in part to customer retention, expansion, and successful implementation outcomes.
• This position is eligible for equity.
• We offer a 100% company-paid benefits package for employees and their families, including medical, dental, and vision. SteadyIQ maintains a positive work environment with unlimited time off and future growth opportunities within the company.
• All work travel is fully reimbursed, within reasonable company guidelines.
• This compensation and benefits information is based on SteadyIQ’s good faith estimate as of the date of publication and may be modified in the future at the discretion of the company. The level of pay within the range will depend on a variety of job-related factors that may include relevant prior experience and/or education, or particular skills and experience.
  
  

For more information, visit us at www.steadyiq.com.

Steady Platform Inc. (SteadyIQ) is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: SteadyIQ accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, SteadyIQ employees, SteadyIQ hiring manager, or send to any SteadyIQ facility. SteadyIQ is not responsible for any fees or charges associated with unsolicited resumes.

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