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Head of Customer Experience
2 months ago
We are seeking an experienced and visionary leader to join our team as the Head of Customer Experience. This is a pivotal role that will shape and execute strategies to enhance customer satisfaction, loyalty, and retention on a global scale.
Key Responsibilities- Develop and implement a comprehensive customer experience strategy aligned with company goals.
- Lead initiatives to measure and improve customer satisfaction, time to first record, time to first value, and other key metrics.
- Establish clear performance metrics and drive accountability for achieving customer value.
- Collaborate with product, sales, marketing, engineering, and support teams to ensure a seamless customer experience.
- Act as the voice of the customer in strategic discussions and decision-making processes.
- Design and implement customer success programs to drive adoption, retention, and expansion.
- Develop training and onboarding programs to ensure customers derive maximum value from our solutions.
- Monitor and report on key customer experience metrics, providing actionable insights to senior leadership.
- 10+ years of experience in customer experience, customer success, or related roles within the SaaS industry (B2B preferred).
- Demonstrated ability to lead and inspire teams, with a track record of driving customer-centric transformations.
- Strong analytical skills with the ability to leverage data to drive decision-making.
- Excellent communication and interpersonal skills.
- Deep understanding of B2B SaaS business models, customer success principles, and best practices.
- Proven experience in process evaluation, management, and iteration.
- Strong background in delivery governance and project management.
Record Point is a fast-growth Australian-owned company that offers a workplace where innovation is our way of life. We provide flexible work-life balance, opportunities to grow and develop, and a brilliant graduate program that provides both mentoring and growth opportunities for all. We also offer a competitive salary range of $200,000 - $250,000 a year, as well as Employee Share Options, health, dental, and vision insurance, and competitive 401K matching programs for US staff.
