Director of Customer Experience - Remote

Overview

The Director of Customer Experience will be responsible for creating a peerless and customer-centric experience for our customers throughout their post-sale journey, overseeing the Onboarding, Customer Engagement, and Billing teams.

In Short

• Develop and execute a customer experience strategy.
• Lead and mentor customer-facing teams.
• Oversee customer engagement programs.
• Ensure a customer-centric onboarding experience.
• Gather and analyze customer feedback.
• Collaborate with cross-functional teams.
• Travel to headquarters for onboarding and collaboration.
• Work U.S.-daytime shift hours.
• Support remote/hybrid working culture.
• Drive measurable results through customer insights.

Requirements

• 7+ years in tech/SaaS B2B customer success.
• 5+ years in a leadership role.
• Experience with SMB/Mid-Market customer base.
• Understanding of ecommerce and accounting concepts.
• Strong process focus and understanding of customer success tools.
• Proven ability to motivate customer success teams.
• Understanding of SaaS KPIs and retention metrics.
• Proactive growth mindset.
• A sense of humor.

Benefits

• Remote/Hybrid working support.
• On-the-job training and development.
• Health and wellness programs.
• Family insurance coverage.
• Recognition programs and awards.
• Open-door policy and transparent feedback.