Director of Customer Experience

The Llama Herd

We know company culture is so important when considering a new company. Hear directly from members of the Llama Herd about their experience working at EasyLlama through the videos (only accessible through our careers page) below.

Kaleigh Fallon, Customer Success Manager

Zee Khan, Senior Manager of Account Management

About the Role

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. You'll shape the future of our post-sales experience and empower teams to elevate customer satisfaction, retention, and long-term value.

What You’ll Do:

• Strategic Leadership & Vision: 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.
• Customer Success Strategy: Within 6 months, implement a customer-facing, data-driven approach to driving mutual success plans and value-based selling strategies for existing and new features. Establish an executive alignment process, enabling multi-threading at all levels of customer accounts to ensure stronger relationships and higher engagement with key stakeholders.
• Churn Prevention & Health Scoring: Launch a customer retention program within 3 months with the goal of increasing gross retention rate (GRR) for SMB and Mid-Market segments. Implement a revised health score definition to detect churn risks early and create proactive strategies and playbooks for reducing churn by specific customer segments.
• Customer Health & Adoption: 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).
• Renewal Management & Billing Operations: 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.
• Advanced Support Function & Escalation: Decrease Speed-to-Answer by 20% within the first 3 months while maintaining a 95% or higher CSAT score. Implement, track, and achieve a revised SLA structure in customer support to handle multi-level escalations efficiently.
• Channels & Tooling Optimization: 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.
• Product Enablement & Training: Develop and launch a product enablement program within 9 months to train the CX team on new product features and processes. This should include a strategy for continuous coaching through tools like Gong and ensuring higher product and feature adoption during rollouts.
• Operational Efficiency: Within the first six months, build and implement dashboards for executive leadership and CX teams to track core CX metrics, trends, and customer insights across all segments. Establish a holistic customer view integrating support, success, and revenue insights.
• Voice of the Customer (VoC): Prepare and lead monthly VoC meetings to present customer trends and insights, driving decisions for product, marketing, and operational improvements. Ensure these insights contribute to quarterly cross-functional strategies.

Who You Are:

• You have 5+ years of experience building and scaling Customer Experience teams in a fast-paced B2B SaaS environment. You've been there, done that, and you're ready for more!
• You're a problem-solving wizard who thrives in dynamic environments. You love bringing people together and fostering a culture where collaboration is key.
• Your track record speaks for itself - you've managed cross-functional teams like a pro, delivering impressive results in customer retention, satisfaction, and revenue growth. You've got the numbers to prove it!
• You've led teams across various customer segments, from SMBs to enterprise clients. Direct management of team leads or front-line managers? That's right up your alley.
• Communication is your superpower. You can explain complex ideas in simple terms, whether you're talking to executives or customers. Your leadership skills? Top-notch.
• You know the ins and outs of customer success strategies for different markets. SMB, mid-market, enterprise - you've got strategies for them all.
• Tech doesn't scare you. In fact, you love it! You're comfortable with customer success tools, AI technology, CRMs, and you use data like a pro to keep customers happy and operations running smoothly.

What to Expect

The interview process at EasyLlama takes about 4 weeks and includes cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter screen
• Peer Interview
• Hiring Manager Interview
• Executive Interview
• Assignment + Presentation
• Value Add Interview

How We'll Take Care of You

• $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