Director of Customer Experience

GrowthLoop is a scaling SaaS company offering a customer segmentation platform that utilizes the power of the data cloud to help further unlock the way businesses acquire, retain, and win back their customers. Notable clients include Google, Mercari, Indeed, the Big Ten Conference and the Boston Red Sox. We apply best-in-class architecture and technology to build a system for marketing teams that is both functional and beautiful.

Our Mission

Unlock the value of the Enterprise Data Cloud to make it drive massive, real-world marketing outcomes.

How we work 

• A collaborative team that believes in taking the learner's mindset

• We encourage exploration of new technologies and ownership to drive them

• We believe in empowering every person on our team to do their best work

• Dedication to building a product people love

• We build slowly but surely for the long term. We are transparent about the challenges of building a great company. We are humble in facing those challenges.

About You 

GrowthLoop is looking for a self-motivated and results-driven Director of Customer Experience. This role will direct a business unit's activities while helping our customers develop and implement effective business strategies and programs. Your entrepreneurial spirit and vision will assist our organization in maintaining relationships with clients, generating new business, increasing staff productivity, improving service, ensuring sustainability, and meeting business objectives.

Our ideal Director of Customer Experience will possess excellent communication skills, superior knowledge of business functions, and strong leadership qualities. This person will account for all business activities, support staff development, enhance efficiency, assist in driving sales and improving margin, maintain relationships with clients, enhance the organization's image, and meet overall growth objectives.

Responsibilities

• Oversee daily business operations for a book of business 

• Own team responsible for the entire customer lifecycle from pre-sales through to renewal

• Use data-driven decision making to continuously improve the department

• Manage a wide variety of people and skills that support and deliver to the customer from solution architects to data scientists to customer success

• Reviewing and improving organizational effectiveness by developing processes, overseeing employees, establishing a motivational work environment, and implementing innovative changes

• Adhering to company standards for excellence and quality

• Developing, implementing, and maintaining budgetary and resource allocation plans

• Enforcing all policies, procedures, standards, specifications, guidelines, training programs, and cultural values

Qualifications

• 5+ years experience in a customer facing managerial role

• Experience with customer onboarding/implementation for a B2B SaaS environment

• Experience building and scaling processes in a startup environment 

• Experience running a cross-functional team

• Strong understanding of the MarTech landscape, Data Warehouses like BigQuery and Snowflake, and Digital Marketing is a big plus

The estimated salary for this role is $150,000 - $165,000 OTE. Final base salary decisions will be based on a variety of non-discriminatory factors, such as the individual’s performance, experience and qualifications.

Benefits to joining our team

Meritocracy

• Spot bonuses for major milestones

• Promotion from within the team for key leadership roles

Platinum Benefits

• Platinum Health Insurance with Aetna paid by the Company

• 401(k) Program with Generous Company Match

• Flexible PTO and WFH Policies

Learn and Grow

• Quarterly Hackathons to focus on team passion projects

• Education Stipend towards your professional development

• Learners’ mindset culture