Director of Customer Experience

Slang is at an exciting inflection point — we are building a world class GTM function, and as the first Director of Customer Experience hire at the company, you would be coaching, mentoring, and developing a team which includes an Account Manager team and the Customer Support function. You will be responsible for collaboratively improving our customer’s experiences after the initial sale, which includes onboarding process refinement, growth of existing accounts (i.e. expansion sales) and refining and establishing strong operational processes that cultivate lasting relationships with our customers. You will work cross-functionally with our Sales, Product, and Marketing teams, using your expertise to build, implement, and train team members on customer success playbooks, reporting to Slang’s VP of Sales.
You'd be a great fit for this role if you have strong management experience with building an early stage Customer Success or Account Management team during a company's growth from $1M-$20+ Million in revenue. Likewise experience of building playbooks resulting in achievement of retention, expansion, support, and adoption metrics is critical. It is also essential to have been an individual contributor or in an account management capacity as well as a manager within a rapidly growing startup.

Responsibilities

• Build and Refine End-to-End CX Playbook: Manage and collaboratively build support, onboarding, retention, and expansion playbooks for Account Management and Support teams to support net revenue retention and customer loyalty.
• Ownership of CX Metrics End-to-End: Leverage customer success metrics and feedback to identify trends, share customer insights, and drive product and service enhancements. Drive improvement around key performance indicators including churn, time to value, expansion revenue, net revenue retention, CSAT/NPS, average sale price, and close rate of expansion opportunities, and other retention, expansion and support-based performance metrics.
• Hire, Enable, and Build a Strong Team: Recruit, interview, and hire the team to best serve our customers. Develop and maintain a CX onboarding and training program to ensure fast ramp-up time for new hires, and provide ongoing skills development for all team members. Work with VP of Sales on developing promotion criteria for AM levels. Inspire, motivate, and invest in the team to bring innovation to the customer success process.
• Cross-Functional Collaboration: Collaborate with Slang’s VP of Sales, VP of Marketing, VP of Product, Revenue Operations and Account Executive teams to execute company initiatives.
• Forecasting and Reporting: Report key metrics to Vice President of Sales on a daily, weekly, and monthly basis.
• Refine Operations: Create a customer health-score framework, as well as a product adoption framework while automating manual data entry as much as possible.
• Harvest and Socialize Customer Feedback: Identify product improvements from customer feedback and share with Product and Engineering teams. Prioritize customer asks to create positive customer journeys.

Qualifications

• 7+ years of “customer success or account management” experience in a B2B SaaS environment
• BA/BS degree
• Experience with growing a high velocity B2B SMB and/or middle market customer success team with a strong emphasis on expansion.
• Have experience training and leading multiple client services, implementation, and/or technical support teams in the past.
• Prior leadership experience within a fast-paced environment.
• Deeply analytical: use data, frameworks, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
• Operationally driven with a proven track record of driving ideas to execution.
• A track record of achieving revenue growth targets as both an individual and team leader.
• Strong problem-solving skills and has the ability to think creatively and strategically.
• Exceptional communication and writing skills – you can adjust your style to the audience and communicate clearly, concisely and positively.

Bonus

• Direct sales experience
• Experience scaling a team from $1-$20M in ARR
• Experience with restaurants or hospitality industry

BenefitsCompetitive payGenerous equityHealthcare fully compensatedGenerous vacation
Our VisionCalling a business shouldn’t feel like a robot-hostage situation, where you’re forced to listen to horrible music and can't reach a human, while enduring a soulless voice uttering "I'm sorry I didn't quite get that" on repeat for eternity. (shudder) That’s why we started Slang.ai. We use the latest AI and audio wizardry to make transacting via voice so enjoyable it’s more huma