CUSTOMER DELIGHT EXECUTIVE

As a Customer Delight Manager, you will lead customer success across onboarding to support and assistance. You will also scale our customer delight index while building systems and processes to measure and improve delight while removing friction across the customer journey. Customer success is our success. As the customer success hire, this is a critical role with high impact.

What You'll Do

Support all customer-related goals to ensure they are successful

Proactively identify customer needs and develop/implement repeatable action plans that can be used across the entire customer base

Team with our strategic legal and operational partners to streamline customer and operational service

Scale our processes, services, and systems playbook

Partner cross-functionally with sales, contract management, onboarding, technical support, and product to deliver a first-class customer experience and help drive long-term customer retention

Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs

Who You are

3-5+ years experience building and running customer success, consulting, professional services, account management or a similar function at scale

You know how to make simple moments impactful

You're a natural teacher and communicator

Experience navigating and resolving customer escalations that you'd tell your grandkids about

You have experience working remotely with clients and team members from multiple countries and across multiple time zones

Proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores, and expansion opportunities