Remote Director of Customer Experience

Summary

Join EasyLlama as our Director of Customer Experience, where you'll drive our post-sales strategy and transform customer success, support, and account management into high-performing, customer-centric teams.

Requirements

• 5+ years of experience building and scaling Customer Experience teams in a fast-paced B2B SaaS environment
• Problem-solving wizard who thrives in dynamic environments, bringing people together and fostering a culture where collaboration is key
• Track record of managing cross-functional teams, delivering impressive results in customer retention, satisfaction, and revenue growth
• Leadership skills, ability to explain complex ideas in simple terms, and experience with customer success strategies for different markets (SMB, mid-market, enterprise)
• Comfortable with customer success tools, AI technology, CRMs, and using data like a pro to keep customers happy and operations running smoothly

Responsibilities

• Develop and present a 90-day plan outlining immediate actions and long-term strategies to serve and engage EasyLlama customers by segment, focusing on improving retention, customer satisfaction, product adoption, and revenue growth
• Implement a customer-facing, data-driven approach to driving mutual success plans and value-based selling strategies for existing and new features
• Launch a customer retention program within 3 months with the goal of increasing gross retention rate (GRR) for SMB and Mid-Market segments
• Ensure that 90% of accounts managed by the Customer Success team are classified as healthy within 6 months, based on a newly defined health score metrics tailored to each customer segment (SMB, mid-market, enterprise)
• Improve our semi-automated billing system for past-due customer invoices within the first four months to reduce the time to collect overdue invoices and minimize uncollectible invoices
• Decrease Speed-to-Answer by 20% within the first 3 months while maintaining a 95% or higher CSAT score
• Conduct an audit and implement optimized support tools within 6 months to reduce ticket volume by 15% through self-service help, automate basic support requests, and improve visibility into key CX metrics through real-time reporting
• Develop and launch a product enablement program within 9 months to train the CX team on new product features and processes
• Build and implement dashboards for executive leadership and CX teams to track core CX metrics, trends, and customer insights across all segments
• Prepare and lead monthly VoC meetings to present customer trends and insights, driving decisions for product, marketing, and operational improvements

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