Director of Customer Experience

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Construction • Delivery Service • Technology • B2B SaaS • ecommerce

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Description

• Lead and integrate Onboarding, Account Management, and Customer Service teams. • Ensure a seamless customer journey from initial setup through ongoing engagement. • Oversee customer onboarding process, customer service, and account management. • Develop and implement customer service policies for timely resolution. • Optimize onboarding timelines and collaborate with product and sales teams. • Develop strategies for maximizing customer satisfaction, retention, and growth. • Monitor and track key performance indicators (KPIs) related to customer metrics. • Foster a culture of continuous learning and development within teams.

Requirements

• Minimum of 7 years of experience in customer success, onboarding, or a related field, preferably within a B2B SaaS or Marketplace environment. • Proven track record of managing and scaling customer success teams, with a focus on improving customer satisfaction and retention. • Strong understanding of the onboarding process for complex SaaS products, with the ability to optimize and streamline workflows. • Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team. • Strong problem-solving abilities and a customer-centric mindset. • Exceptional communication skills, both written and verbal, with the ability to articulate complex concepts to a diverse audience. • Proficiency in CRM systems and customer success tools, with a data-driven approach to decision-making.

Benefits

• Competitive salary and performance-based bonuses. • Comprehensive benefits package. • Participation in stock option benefit plan. • Paid time off and holidays, with unlimited vacation. • Opportunities for professional development and growth within a fast-paced, innovative company.