Director of Customer Experience
July 31
Description
•EasyLlama is transforming HR compliance by reinventing outdated training solutions. •Join as Director of Customer Experience to drive post-sales strategy. •Shape the future of post-sales experience and empower teams for customer satisfaction. •Develop a strategic leadership and vision for customer engagement. •Implement data-driven customer success strategies within 6 months. •Launch customer retention program to increase gross retention rate. •Ensure 90% of accounts are healthy within 6 months. •Improve billing operations and decrease speed-to-answer within the first months. •Conduct an audit to optimize support tools for better customer experience. •Prepare and lead monthly Voice of the Customer meetings for insights.
Requirements
•You have 5+ years of experience building and scaling Customer Experience teams in a fast-paced B2B SaaS environment. •You’re a problem-solving wizard who thrives in dynamic environments. You love bringing people together and fostering a culture where collaboration is key. •Your track record speaks for itself - you’ve managed cross-functional teams like a pro, delivering impressive results in customer retention, satisfaction, and revenue growth. •You’ve led teams across various customer segments, from SMBs to enterprise clients. •Communication is your superpower. You can explain complex ideas in simple terms. •You know the ins and outs of customer success strategies for different markets. •Tech doesn’t scare you. You’re comfortable with customer success tools, AI technology, CRMs, and you use data like a pro.
Benefits
•$210,000 to $250,000 OTE •Flexible, fully remote environment •4 Weeks PTO - Recharging is essential. We respect your time off and encourage it. •Competitive employer-sponsored health insurances •401(k) + company matching •Professional development reimbursements •Monthly remote work credit
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