Director of Customer Experience at Webgility

Director of Customer Experience - India (Remote)

Webgility is the Modern Commerce Workspace™ that empowers commerce businesses to get more done, in less time. We’ve helped over 10,000 retailers and brands to automate tedious gruntwork by connecting QuickBooks to Shopify, Amazon, and dozens of additional marketplaces. Founded in 2007, our mission today is still the same – help commerce businesses to thrive and win!

Reporting to the Chief Operating Officer, the Director of Customer Experience will be responsible for creating a peerless and customer-centric experience for our customers throughout their post-sale journey. You will oversee the Onboarding, Customer Engagement, and Billing teams, ensuring alignment with company objectives and customer satisfaction goals. Your strategic leadership will enhance customer retention, foster loyalty, and drive growth by delivering unparalleled service and value.

The right candidate will be process-oriented, have a strong operational understanding of CRMs (Hubspot or Salesforce) and reporting tools, while also being comfortable going deep when needed when coaching our Onboarding and Customer Engagement teams on retention strategies and tactics. This role is fully remote within India, requiring U.S.-daytime shift working hours.

During your initial three months, you’ll be required to travel to our India headquarters in Indore for one week per month to complete onboarding and in-person collaboration. Afterwards this commitment will be reduced to once per quarter.

Here’s what you’ll own:

• Customer Experience Strategy:
  • 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.
• Team Leadership:
  • Lead, mentor, and inspire customer-facing teams, including Onboarding, Customer Engagement and Billing.
  • Establish clear goals, performance metrics, and development plans for team members.
• Customer Engagement:
  • 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
• Onboarding:
  • 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.
• Customer Insights:
  • 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.
• Collaboration and Advocacy:
  • 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.

Here’s what you’ll bring to the table:

• 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

Benefits:

• Work-Life Integration: We fully support Remote/Hybrid Working, paid time off, parental leaves to allow our employees flexibility in an ever-evolving work culture
• On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms and on the job trainings
• Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs
• Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
• Rewarding Culture: We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, and celebrate even the smallest of wins
• Open-Door Policy: Approachable management, monthly town halls to openly share ideas, transparent feedback mechanism, and leadership visibility are our success pillars

Compensation:

4,800,000 - 5,400,000 INR base salary (based on experience)

20% Bonus paid quarterly

Equity compensation awarded after 90 days