Director of Customer Experience

Summary

Join Webgility as the Director of Customer Experience in India (remote) and lead customer-facing teams, including Onboarding, Customer Engagement, and Billing. You will develop and execute a customer experience strategy, mentor team members, and ensure customers achieve desired outcomes using Webgility's solutions. This role requires 7+ years in tech/SaaS B2B customer success with at least 5 years in a leadership role selling to U.S.-based customers. The position is fully remote within India, but requires travel to Indore for onboarding and collaboration during the initial three months. Webgility offers a competitive salary, bonus, equity compensation, and various benefits.

Requirements

• Must have 7+ years working in tech/SaaS B2B customer success, with at least 5 years in a leadership role selling to U.S.-based customers
• Experience owning a high volume SMB/Mid-Market Customer Base
• Basic understanding of ecommerce and accounting concepts
• Strong process focus and understanding of customer success automation tools to enable optimal productivity
• Proven ability to recruit, develop, and motivate onboarding/customer success reps while achieving retention goals
• Understanding of SaaS KPIs and retention metrics
• A proactive, growth-mindset that embraces adversity
• A sense of humor

Responsibilities

• Develop and execute a customer experience strategy that aligns with Webgility’s mission and goals
• Identify and implement initiatives to enhance customer satisfaction, loyalty, and advocacy
• Lead, mentor, and inspire customer-facing teams, including Onboarding, Customer Engagement and Billing
• Establish clear goals, performance metrics, and development plans for team members
• Oversee the design and execution of programs to ensure customers achieve desired outcomes using Webgility’s solutions
• Collaborate with sales and product teams to identify opportunities for upselling and cross-selling
• Improve customer health scores and reduce cancellations
• Ensure the Onboarding team is providing a customer-centric experience during implementation, consistently monitoring and iterating as needed
• Optimize the onboarding process to help new customers quickly realize the value of our application
• Gather and analyze customer feedback and data to identify trends, pain points, and opportunities for improvement
• Have a deep understanding of all relevant KPIs and develop projects to drive measurable results
• Act as the voice of the customer in strategic discussions and product development planning
• Work closely with cross-functional teams, including Product, Marketing, and Sales, to ensure alignment on customer-focused initiatives
• Advocate for customers internally, influencing decision-making to prioritize their needs

Preferred Qualifications

Strong operational understanding of CRMs (Hubspot or Salesforce) and reporting tools

Benefits

• Remote/Hybrid Working
• Paid time off
• Parental leaves
• Access to multiple 1:1 sessions, learning platforms and on the job trainings
• Annual wellness sessions plus wellness time offs
• Group health insurance with the no-capping model that covers employees, spouses, and children
• Thoughtful recognition programs, annual employee awards, and celebrate even the smallest of wins
• Approachable management, monthly town halls to openly share ideas, transparent feedback mechanism, and leadership visibility
• 4,800,000 - 5,400,000 INR base salary (based on experience)
• 20% Bonus paid quarterly
• Equity compensation awarded after 90 days