Remote Director of Customer Experience

Summary

Join Trunk Tools, a startup tackling the construction industry, as we double our team to deploy AI-driven solutions. We're seeking an experienced professional to lead customer experience strategy and drive transformation in a multi-trillion-dollar industry.

Requirements

• 8+ years in customer experience, customer success, or support roles, preferably within a B2B SaaS or AI-focused company
• Leadership Skills: Proven experience building and leading cross-functional teams, with a focus on delivering exceptional customer experiences at scale
• Analytical & Strategic Thinking: You are highly analytical, with the ability to develop data-driven strategies that improve customer satisfaction, retention, and overall success
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex ideas to both internal teams and external clients
• Customer-Centric Mindset: Passionate about ensuring customers achieve their goals and derive maximum value from our solutions
• Adaptability: Thrives in a fast-paced, dynamic startup environment and can easily adapt to changing priorities and demands

Responsibilities

• Lead the Customer Experience Strategy: Develop and implement the overall customer experience strategy, ensuring alignment with company goals and client needs
• Oversee the Implementations Team: Manage the team responsible for implementing our AI-driven solutions for construction companies, ensuring seamless onboarding and integration into client workflows
• Build and Scale Customer Success & Support: Lead the creation and growth of our Customer Success and Support teams to proactively address customer needs, solve problems, and ensure ongoing success
• Customer Feedback and Product Improvements: Act as the voice of the customer within the organization, gathering insights and collaborating with product, engineering, and sales teams to improve our offerings and respond to market demands
• Partnership Development: Foster strong relationships with key clients at both the executive and user levels, ensuring they understand the full potential of our solutions and facilitating the adoption of additional products and services
• Monitor and Report on Key Metrics: Establish and monitor customer satisfaction metrics, retention rates, and other KPIs to ensure the ongoing success of our customer experience efforts
• Support Account Expansion & Renewals: Collaborate with Sales to mitigate risks associated with the account expansion motion and renewals to consistently improve Net Revenue Retention (NRR)

Benefits

• A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters; currently, we're 30 team members
• Competitive salary and stock option equity packages
• 3 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!
• 401K
• Learning & Growth stipend
• Free lunch provided in NYC and Austin office - you’ll never go hungry with us!
• Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation
• IRL / In-Person retreats throughout the year