Director of Customer Experience


We're seeking a Director of Customer Experience to build out the Customer Experience program for our new, self service product. As the first hire in this department, you will be responsible for designing and implementing communication touch points with customers as they onboard and continue to use the product over time. This includes creating automated email campaigns, capturing and analyzing data such as NPS scores and churn, liaising with internal teams to create feedback loops that continually improve the customer experience.

What You'll Do
  • Derive insights from customer behaviors and communicate them to stakeholders
  • Design drip campaigns and write copy for any and all customer email communication
  • Facilitate customer feedback loops and structure iterative improvement process
  • Measure overall client satisfaction (NPS)
  • Strong ability to think critically about interdependencies between product and customer experience
  • Excellent collaboration and organization skills, excelling at both high-level thinking and execution as well as influencing and inspiring others to achieve a common goal.
  • Maintain updates in the help center
What You'll Bring
  • At least 2-3 years experience in similar role for SaaS based companies
  • Willingness to roll up your sleeves and build a foundation, then hire and manage resources
  • Agile, entrepreneurial spirit with demonstrated ability to incorporate feedback
  • Hands on experience building, executing and measuring drip campaigns
  • Experience using CRM systems such as Salesforce, Airtable, Hubspot, etc.
  • Excellent customer service, communication, and interpersonal skills to interact effectively with a broad range of internal and external parties
  • Professional and responsible problem solver with excellent skills in documentation and follow up
  • Flexible and able to adapt
  • Highly organized and thrive in a high-volume environment

What will get you in the door immediately?

  • Competitive Benefits Package
  • Flexible Time Off Policy
  • Distributed Remote workforce options
Education and Experience