Director Customer Experience

Summary

Join Schoox, a leading learning and talent development platform, as the Director of Customer Experience. In this role, you will lead a team of Support Engineers, manage key client relationships, and drive customer satisfaction and retention. You will be responsible for defining and optimizing the customer journey, leading cross-functional teams, and implementing operational excellence initiatives. This position requires proven experience in a senior Customer Success leadership role, strong strategic and operational skills, and exceptional leadership and team management abilities.

Requirements

• Proven experience in a senior Customer Success leadership role, managing a significant ARR
• Strong strategic and operational skills, with a track record of improving retention rates and customer satisfaction
• Exceptional leadership and team management abilities, with experience in developing talent within the organization
• Excellent communication and interpersonal skills, with the ability to collaborate across departments
• Experience with customer success tools and platforms
• 10+ years of working experience at a similar position
• Ability to prioritize, manage, and deliver short/long term objectives and strategies to achieve performance goals

Responsibilities

• Define and optimize the customer journey across all phases, establishing key performance indicators (KPIs) and qualitative standards to measure success
• Lead cross-functional teams including Enterprise Success, Support, and Education, driving performance improvements and achieving a high Gross Retention Rate (GRR) and Net Retention Rate (NRR)
• Develop and implement proactive and reactive playbooks for the customer lifecycle to enhance team performance and customer satisfaction
• Maintain a high satisfaction rating while ensuring service level agreements (SLAs) are consistently met
• Launch and leverage tools to develop comprehensive churn scores and reduce churn risk
• Design and implement critical processes such as success planning, onboarding, risk mitigation, and quarterly business reviews (QBRs)
• Foster a culture of growth and development, supporting the advancement of team members into leadership roles
• Maintain and improve GRR and NRR metrics across teams
• Achieve a consistent satisfaction rating in support and education functions
• Demonstrate significant churn reduction and risk mitigation
• Support talent development through the successful advancement of team members

Benefits

• Employees of Schoox work independently from home offices
• Each employee should have the capacity within their home to set up a work environment or office
• Schoox provides a computer, phone stipend and office supplies for all employees